Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing leadership-level alignment and relationships for technology solution providers with an accent on driving business value and ROI. Focus on monitoring partner health indicators, conducting QBRs, and implementing mitigation strategies for risk.

Location: USA Remote (Remote or hybrid depending on location; 30% travel may be required)

Company

Global leading software company providing a comprehensive suite for technology solution providers to manage businesses, automate service delivery, and control technology remotely.

What you will do

• Build and maintain strong relationships with partner leadership to support their transformation journey.
• Collaborate with cross-functional teams to help customers accelerate business value and ROI.
• Monitor partner usage data, health indicators, and maturity scores to develop success strategies.
• Conduct regular Quarterly Business Reviews (QBRs) to assess performance and strengthen strategic alignment.
• Identify business risks and create mitigation strategies to ensure partner goals are met.
• Use internal tools like Gong, Gainsight, and Salesforce to research and document partner findings.

Requirements

• Must be based in the USA.
• 1+ years of relevant experience in Customer Success.
• Comprehensive knowledge of SaaS business models, including subscription management and cloud-based delivery.
• Ability to lead and facilitate partner executive meetings (QBRs).
• Strong communication, organizational, and analytical skills.
• Bachelor’s degree in a related field or equivalent business experience.

Culture & Benefits

• Inclusive and positive culture that values unique perspectives and contributions.
• Flexible work arrangement (Remote or Hybrid).
• Commitment to diversity and equal opportunity employment.
• Environment that encourages discovery, debate, and innovation.