Responsibilities:

- Develop and implement comprehensive customer success strategies to maximize customer retention, satisfaction, and growth.

- Understand and analyze customer business objectives and challenges to define tailored digital selling programs.

- Act as a trusted advisor and consultant to clients, providing strategic guidance and best practices.

- Establish and nurture strong, long-term relationships with key stakeholders, including C-suite executives and sales managers.

- Serve as the primary point of contact for strategic accounts, ensuring seamless communication and proactive support.

- Advocate for customer needs internally, collaborating with product, sales, and support teams to drive customer-centric improvements.

- Design and implement digital selling programs that align with customer objectives and drive measurable results.

- Provide expert guidance on the effective use of our SaaS platform to achieve customer goals.

- Monitor program performance and provide actionable insights and recommendations for optimization.

- Implement change management best practices to drive product and process adoption among customers.

- Develop and deliver training and resources to facilitate customer onboarding and ongoing success.

- Identify and address potential barriers to adoption and develop strategies to mitigate risks.

- Develop and deliver compelling presentations to large audiences, including sales kick-offs and executive forums.

- Communicate complex technical concepts in a clear and concise manner.

- Facilitate effective communication between internal teams and external clients.

- Track and analyze customer success metrics to identify trends and areas for improvement.

- Develop and deliver regular reports on customer health, adoption, and success metrics.

- Provide data-driven insights to inform strategic decision-making.

Qualifications:

- 8+ years of experience in customer success management, specifically within the B2B SaaS industry.

- Proven track record of successfully managing strategic customer relationships and driving customer success.

- Deep understanding of the Customer Success Industry within B2B SaaS: Must have extensive knowledge of best practices, tools, and methodologies.

- Strategic Thinking & Problem Solving: Ability to understand complex business challenges and develop effective solutions.

- Relationship Building & Management: Exceptional ability to build and maintain strong relationships with C-suite executives and key stakeholders.

- Communication & Presentation: Excellent verbal and written communication skills, with the ability to present to large audiences.

- Change Management: Proven experience in implementing change management best practices to drive product and process adoption.

- Data Analysis & Reporting: Ability to analyze customer success metrics and provide actionable insights.

- Project Management: Strong organizational and project management skills.

- Technical Aptitude: Ability to quickly learn and understand SaaS platform features and functionalities.

Preferred Qualifications:

- Experience with CRM and customer success management software (e.g., Salesforce, Gainsight).

- Certifications in customer success or related fields.