Remote Customer Success Manager

This is a remote position.

You’ll need a strong sense of initiative and a deep understanding of both the platform and customer needs - going beyond a simple checklist to create meaningful onboarding experiences. In addition to onboarding, you will provide front-line client support, answering phones and assisting with general inquiries from existing customers. You’ll ensure that clients are fully equipped to use the platform to meet their specific objectives, driving long-term relationships and success.

Onboarding new clients:

• Serve as the primary point of contact for assigned clients, guiding them through a high-touch onboarding process to ensure a quick time-to-value on the platform.


• Conduct in-depth training sessions on system features and functionalities for all users, from standard users to project managers, directors, and administrators.


• Address client questions and concerns, providing expert guidance on setup, configuration, and maximising platform benefits.


• Proactively identify opportunities for process and platform improvements, sharing feedback with internal teams to enhance the onboarding experience.
  


• Identify opportunities for cross-selling and upselling with a commercial mindset.


• Perform various administrative and support tasks to streamline onboarding operations.
  

• Respond promptly and professionally to client tickets.


• Use your product knowledge to troubleshoot issues, provide timely solutions, and address inquiries.


• Collaborate with internal teams to escalate and prioritise critical client issues.


• Serve as an expert resource for clients experiencing product difficulties.


• Guide clients through step-by-step problem-solving processes, ensuring their understanding and providing reassurance throughout.


• Follow up with clients to ensure that their issues have been resolved satisfactorily and provide ongoing support when needed.

The client is a rapidly growing SaaS platform designed specifically for professionals in the built environment. Their mission is to empower architects, engineers, and other industry experts to manage their projects more efficiently, streamline operations, and ultimately grow their businesses.

They are currently at an exciting stage of growth, expanding their customer base globally, particularly in North America. As part of a dynamic and agile team, you’ll have the opportunity to shape the future of their platform and directly impact the success of their clients.

Requirements

• Experience in a B2B SaaS environment (preferred).
  
• To be a customer advocate adept at building trust and guiding clients to improve engagement with the software.
  
• Problem-solving skills with a strategic, solution-oriented mindset to understand customer challenges and guide them to the right tools/solutions.
  
• Excellent communication skills, enabling you to lead onboarding sessions confidently, including at the C-suite and director levels.
  
• Deep customer empathy and the ability to innovate and adapt based on customer needs.
  
• Proficiency with Excel to handle large data sets and reformat historical client data for importing into the platform.
  
• Familiarity with Project Management or the Built Environment (a bonus).
  
• Ability to work remotely (slightly reduced hours negotiable with pro-rata salary applicable).
  

Benefits