Offer summary

Qualifications:

Fluent in English with excellent communication skills., Experience in customer success or account management, preferably in SaaS., Strong technical troubleshooting skills and ability to work independently., Proficient in CRM systems like HubSpot and tools like Google Docs and Slack..

Key responsabilities:

Lead the onboarding and activation process for new customers.

Serve as the primary point of contact for customer success and relationship management.

Troubleshoot technical issues and provide hands-on support as needed.

Collaborate with internal teams to improve customer experience and maintain documentation.

Job description

Job Title: Customer Success Manager
Location: Remote (EST Time Zone)
Salary Range: up to 2000 USD

Work Schedule: Monday - Friday, 9:00 AM to 5:00 PM (EST)

NOTE: INDEPENDENT CONTRACTOR POSITION

Company Overview:

Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Discover a world of career possibilities with Sagan.

About the Company:

Sagan represents a mission-driven SaaS company in the renewable energy space. The founding team previously scaled and exited a top residential solar installation company and is now building world-class tools that empower solar installers to grow through better customer experiences. The team is lean, ambitious, and deeply committed to fighting climate change through code.

Position Overview:

Were hiring a Customer Success Manager who thrives on urgency, loves troubleshooting, and brings exceptional communication skills to every customer interaction. This is a high-impact role responsible for ensuring customers onboard quickly, adopt the product fully and find continuous success with the platform. You'll own key outcomes like onboarding completion, retention, and customer satisfaction -- all while being a strategic partner to internal teams.

Key Responsibilities:

Onboarding & Activation:

Lead new customer onboarding and activation from start to finish.
Design and manage onboarding plans tailored to customer needs.
Relentlessly follow up with customers to drive timely completion.
Identify blockers and solve them with urgency.

Customer Success & Relationship Management:

Be the primary point of contact for active customers.
Proactively check in, train, and guide customers to success.
Communicate clearly via email, video, phone, and Slack.
Set and reinforce expectations, keeping customers accountable.

Troubleshooting & Continuous Improvement:

Own technical issues and troubleshoot relentlessly until resolved.
Provide hands-on support with domain, email, and DNS setups.
Collaborate with product and engineering teams to share insights.
Build and maintain clear documentation and resources.

Qualifications:

Fluent English speaker with excellent written and verbal communication skills.
Comfortable engaging with customers over video, phone, and text.
Exceptional sense of urgency, follows up relentlessly until tasks are done.
Strong technical troubleshooting ability, doesn't rest until a solution is found.
Experience in customer success or account management (SaaS preferred).
Proven ability to operate independently in a fast-paced remote environment.

Proficiency with: