Customer Success Manager

Salt is partnering with a Global SaaS Platform looking to bring on a Customer Success Manager to join their growing team based in Boston, MA (Hybrid 3 days in office).

As the Customer Success Manager you will be working closely with their Sales, Implementation and Product teams to achieve the company’s objectives and goals for each account.

This role will suit someone with digital agency experience and who is comfortable explaining and leveraging technical capabilities within this space to drive continuous customer improvement.

Responsibilities:

• Cultivate and develop relationships with multiple stakeholders across various levels within customer organisations to drive revenue growth
• Take ownership of the customer relationship, ensuring the execution of our value proposition aligns with customer expectations
• Ensure timely completion of renewals in accordance with established CRM processes
• Achieve revenue upsell targets by identifying opportunities to enhance customer engagement through additional products or services working with the Sales Team
• Utilize data-driven insights to optimize customer engagement and identify opportunities for cross-selling opportunities
• Provide consultative advice to customers, guiding them on maximizing the return on their investment and providing best practices on the use of the platform
• Develop and maintain strategic account plans that foster the growth and development of customer accounts
• Conduct monthly and quarterly business reviews, identifying areas for improvement and proposing solutions aligned with customers’ business needs
• Continually identify and share innovative ways to utilize our technical capabilities that align with customers’ business objectives
• Clear communications skills, capable of addressing both technical and non-technical audiences
• Become a product expert, and acquire a deep understanding of the solutions and the technical capabilities to drive usage of the platform
• Ability to grasp the full functional capabilities of the platform and understand its place in the market
• Deliver comprehensive training to customers and ensure they understand product updates and enhancements
• Focus on increasing product adoption among additional stakeholders, providing guidance and support for seamless integration into their back-office platforms
• Proactively identify and correct any issues that may impact customer satisfaction or retention

Salt is acting as an Employment Agency in relation to this vacancy.