Customer Success Manager

Company Overview:

It is rare to join a company today like our client. The company has been around for decades and has weathered all different types of economic conditions, yet they continue to build new entrepreneurial businesses within the company. This mission driven Massachusetts based company has a value-based offering and has long-term customers who rely on this company’s software products and services for their own success. This is a hybrid role – 3 days office / 2 days WFH.

Job Overview:

In this role, you will be the first hire into a newly formed Customer Success team which will be involved with a brand-new product line. This is an ideal role for someone who has some solid previous Customer Success experience. The ideal candidate has strong communication and organizational skills, naturally collaborative and can interact across cross-functional teams.

Job Responsibilities:

Oversee the onboarding of all software product implementations, leading multiple client projects in parallel.
Interact directly with clients and internal team members including technology and business groups to drive product implementation success.
Be able to communicate with C-Level clients.
Interact directly with clients and internal team members including technology and business groups to drive product implementation success.
Collaborate across the firm and identify opportunities to increase value to clients.
Utilize scalable processes around customer outreach and user groups.
Create in-depth on-going client project management system to optimize customer experience.

Job Requirements:

4-6 plus years’ experience in Customer Success or Account Management at a SaaS company
Strong organizational and process skills
Comfort with Excel and large datasets
Continuous learner with intellectual curiosity
Proven ability to influence and manage cross-functional projects