Senior Customer Success Manager

At Investorlift, the success of our clients is paramount to the continued success of our data driven SaaS platform, and every interaction with our clients will lead to a greater depth of understanding of the tools available to them to leverage the power of our platform. As a Senior Customer Success Manager, you will develop systems and processes working collaboratively with Product, Marketing, and Sales teams to establish and refine strategic solutions ensuring our clients are utilizing Investorlift to their greatest potential. The focus of the role will encompass client onboarding, adoption, relationship building, as well as communicating the needs of the customers across multiple teams and internal stakeholders within the organization. 

The ideal candidate for the Customer Success Manager possesses a comprehensive skill set to ensure a smooth and consistent source of information and support for our top clients on our SaaS platform. You must be technically proficient, demonstrating a deep understanding of the platform's features and the ability to identify adoption and usability frictions before they occur. 

Responsibilities

• Prioritize relationships with the largest and most impactful Investorlift clients, developing intimate understandings of the needs of the highest performing wholesale businesses at the top of the market;
• Plan and develop in depth and thorough product demonstrations to drive additional growth opportunities for existing clients;
• Nurture excellent interpersonal relationships with our customers through regular check-ins, Quarterly Business Reviews (QBRs), leading to timely and appropriate upsell discussions;
• Maintain a deep understanding specific client needs and how our product solutions not only fit, but enhance their experience;
• Contribute to an effective feedback loop for customer needs through cross-functional interactions with Sales, Product, and Support teams.
• Manage and de-escalate customer issues with strong problem-solving skills and adaptability to various customer needs;
• Maintain high levels of customer engagement and satisfaction with a focus on customer adoption and technical proficiency to optimize usability of our SaaS platform.
  
  

Requirements

• Bachelor’s degree in business, marketing, or a related field;
• Certifications in Customer Success or related tools/platforms (e.g., SuccessHACKER, Gainsight);
• Knowledge of specific CS methodologies like Value-Based Selling or Outcome-Driven Success;
• Proven ability to decrease churn through success enablement, directly relating customer’s revenue and growth to highlight ROI;
• Ability to perform at a high level in a shifting business environment;
• Strong communication and relationship building skills with an ability to prioritize, multi-task, and perform as a strategic partner for clients tailored to their needs;
• Highly effective at creating and planning client meetings and workshops;
• Experience with account planning, managing and executing customer success plans within an agile project management framework;
• Adaptable and growth oriented mindset open to delivering and receiving feedback;
• 2+ years of experience as a high touch Customer Success Manager at a well established SaaS organization;
• 3+ years of customer-facing experience in a B2B/Enterprise SaaS environment.

Total Rewards and Benefits

• Competitive salary and on target earnings, reviewed quarterly
• Employee recognition and gifting program
• Paid vacation and holiday time bonus