The Customer Success Manager is responsible for coordinating the launch activities of new clients, as well as with existing clients for new countries, categories or applications. They will work closely with the account leads and R&D to provide overall project management during the launch period, from green light through Go Live. The Customer Success Manager will be responsible for working with the client teams on communicating and gathering all materials, aligning decisions on configuration and documentation required to take a client live .
This position will report to the Director, Customer Success.
The Role
Coordinate the launch of clients, including project management, technical coordination, training & communications plans.
Identify, set up, and hold meetings with various internal and external teams to progress the project.
Oversee and address any support and/or technical issues associated with clients during this period.
Identify product enhancements, improvements, or expansions to meet the needs of customers and create value for the organization and our clients prior to launch.
Responsible for assembling documentation for each client relevant to training, systems, information, settings, configurations, contacts, etc.
Responsible for communication around timelines, project management & action items.
Capable of working Monday-Friday from 11 am-8 pm with flexibility (Friday can end early).
Understanding of the companys products inside and out is essential.
Requirements: 3+ years of relevant experience working in a B2B SaaS company.
Bachelors or Advanced Degree preferred in areas such as Business, IT, Purchasing, Finance.
Proficient in Google Suite and Microsoft Office Suite, specifically Excel and PowerPoint.
Knowledge of customer service practices.
Great at relationship building.
Technical aptitude and ability to learn software applications and integrations.
Experience supervising others.
Excellent oral and written communication skills.
Strong interpersonal and organizational skills.
Highly organized with meticulous attention to detail.
Self-motivated and self-directed.
This position is open to all candidates.