Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing the end-to-end customer journey from onboarding to adoption for a CX platform with an accent on relationship building and value delivery. Focus on driving customer retention, managing contract renewals, and utilizing market research principles to provide actionable business insights.

Location: Remote (Must be based in Kentucky, USA)

Company

A technology and managed services company specializing in the Customer Experience (CX) ecosystem for Fortune 1000 customers.

What you will do

• Lead customer onboarding, implementation, and training to ensure seamless product adoption.
• Act as a trusted advisor and customer advocate to drive long-term retention and success.
• Manage project timelines, customer invoicing, and forecast monthly volumes.
• Collaborate with internal teams to develop questionnaires using market research best practices.
• Identify and execute upsell and cross-sell opportunities to increase portfolio revenue.
• Create custom dashboards and reports tailored to specific client reporting needs.

Requirements

• Bachelor’s degree in a relevant field or equivalent professional experience.
• Minimum 3+ years of experience in Customer Success, Client Management, or Project Management.
• Proficiency with MS Office, Google Suite, and experience using AI tools.
• Experience with customer-facing software solutions.
• Must be based in Kentucky, USA.

Nice to have

• Industry experience in survey-creation, mystery shopping, or retail.
• Proficiency in French.

Culture & Benefits

• Fully remote work arrangement.
• Opportunity to work with a high-profile Fortune 1000 customer base.
• Environment focused on innovation in the CX and data reporting space.
• Commitment to equal employment opportunities and workplace diversity.