Customer Success Manager

As a Customer Success Manager within the Scaled team, you will play a pivotal role in driving customer adoption, retention, and growth. 

You will act as a trusted advisor to a large breadth of customers, ensuring they maximize the value of the client´s platform. By building strong relationships and understanding customer needs, you will help them achieve their business goals through product adoption while also identifying opportunities for expansion of add-on products and upselling of license count.

This role requires a proactive, strategic mindset, a passion for customer success, and the ability to collaborate across teams to deliver exceptional results. 

You will also contribute to Client's mission of creating a world where businesses can respond to critical events in real-time.

Required Expertise / Skills:

3+ years of experience in account management, customer success, sales, or a related role in a SaaS or technology company.

The roles will have an emphasis on expansion and account management, with a preference for candidates with sales backgrounds who can help close deals.

Proven track record of managing customer relationships and/or identifying opportunities within a book of business

Strong communication and interpersonal skills, with the ability to build trust and rapport with customers at all levels, including executives.

Analytical mindset with the ability to understand customer data and translate it into actionable insights.

Experience with CRM tools (e.g., Salesforce) and customer success platforms

Ability to manage multiple priorities and work effectively in a fast-paced environment.

Strong negotiation and conflict resolution skills.

Desirable Skills:

Familiarity with incident management, DevOps, or IT operations.

Knowledge of Client's platform or similar tools (e.g., Tableau and Outreach)

Strong problem-solving skills and a proactive approach to addressing customer challenges.

Experience with value-based selling and success planning.

Project/Scope of Work

Serve as the primary point of contact for customer inquiries, escalations, and strategic discussions in a high-volume, 1-to-many environment.

Manage customer interactions within the pooled segment, responding to digital signals and automated triggers.

Monitor data-driven insights to identify at-risk accounts and growth opportunities.

Quickly understand each customer's business objectives, challenges, and success metrics.

Identify opportunities for upselling and cross-selling Client solutions, including new features, products, and services.

Drive customer adoption of Client's platform to ensure they achieve their desired outcomes.

Conduct regular business reviews to assess customer health, align on goals, and showcase the value of Client's solutions.

Collaborate with internal teams to drive account expansion, renewals, and long-term customer success.

Contribute to the development of processes, tools, and resources to improve team efficiency and customer outcomes.

Share insights and recommendations to help customers stay ahead of industry challenges and opportunities.

Stay informed on industry trends, best practices, and Client's evolving product offerings.

Benefits:

100% remote work

PTO´s

Computer Laptop

Health Insurance

Workspace setup bonus $400 USD gross

Bonuses in September and December, $300 USD gross each

Vacation bonus $500 USD gross

Floating days (Ex: Birthday off)

20 working days of vacation after the first year of employment

Additional Programs:

USD $500 if you bring a new employee using our referral program.