Fully Remote
Customer Success Manager
SendSafely is looking for a Customer Success Manager to join our dynamic team. The ideal candidate will be passionate about customer satisfaction, proactive in addressing client needs, and adept at building strong relationships. As a Customer Success Manager you will play a pivotal role in driving customer adoption, retention, and growth, ensuring our clients derive maximum value from SendSafely. If you are passionate about technology, thrive in the start-up sector, and have an interest in cyber security, you will love being a part of our team. This role reports directly to the Director of Customer Success.
Key Responsibilities:
- Manage an Enterprise SendSafely portfolio including all phases of the post-sale customer journey including onboarding, adoption, expansion and renewals.
- Onboard new customers, providing training and guidance on product usage and SendSafely best practices.
- Develop strong, lasting relationships with customers, acting as a trusted advisor in all matters related to SendSafely.
- Act as a customer advocate within the company by collaborating with internal teams on customer expectation alignment to ensure the customer’s voice is heard and their needs are prioritized.
- Develop and implement strategies to improve customer retention and reduce churn rates. Proactively engage with at-risk customers to understand their concerns and address issues before they escalate.
- Manage renewals including proactively identifying and mitigating renewal risks, handling contract negotiations, identifying uplift opportunities, and maximizing discount recovery.
- Utilize customer data and feedback to craft personalized success strategies and detailed account plans, aligning SendSafely's services with customer objectives.
- Monitor customer health scores and engagement metrics to prioritize efforts and resources on high-value accounts.
- Continually educate customers on the value and benefits of SendSafely to encourage long-term usage and loyalty.
- Nurture customer championship and advocacy through obtaining case studies and testimonials. Seek out and grow new SendSafely champions at existing customer accounts.
- Assist with customer outreach beyond Enterprise accounts.
- Collect, analyze, and relay customer feedback to inform product development.
- Collaborate with our Sales Team to identify opportunities for upselling and cross-selling within your customer portfolio by understanding customer needs, usage patterns, and business goals.
- Participate in Quarterly Business Reviews to review performance, strategize and align on future goals, and identify any risks, successes, and account growth opportunities.
What We’re Looking For:
- 5+ years of experience in a customer-facing SaaS role.
- Exceptional communication (verbal and written) and interpersonal skills.
- Proven track record of achieving targets and goals.
- Experience with tools like Salesforce, Freshdesk, Zendesk or Intercom.
- Bachelors degree preferred; Associate degree considered with significant experience.
- Remote status
- Fully Remote
Fully Remote
Customer Success Manager
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