Description:
Customer Success Manager is a critical role within the Customer Success organization. Customer
Success Manager will be responsible for driving customer success by ensuring customer retention
growth and adoption of Saara’s SaaS products and technology. Optimize cross-sell/ upsell of
existing and new business opportunities through exceptional relationship building and world-class technical engagement. Customer Success Manager will be a key point of contact, a trusted
advised to Saara’s customers and partners, and works closely with cross-functional teams such as
Product, Engineering, and other internal teams to maximize customer growth and adoption.
Responsibilities
Own strategic customer relationships with SMB as well as enterprise customers
Ensure customer success by driving adoption, managing customer relationships,
conducting business reviews and sharing best practices
Develop programs to increase engagement of customers and drive their key metrics,
working closely with our content strategy, product, and pedagogy teams to ensure
learner success
Serve as primary point of escalation when customer issues arise, troubleshooting,
and ensuring quick resolution
Provide quantitative/qualitative analysis to inform team decision-making and
product roadmap
Basic Qualifications:
4+ years of work experience managing customer relationships
A track record of high customer retention, renewal, and growth
Demonstrated history with driving product adoption within SaaS and Ecommerce
industry especially in international markets such as the US and Europe
Background in account management, contract negotiation, customer success
Ability to manage Small as well as Enterprise customers
Deep understanding of SAAS business model
Preferred Qualifications:
Excellent interpersonal, communication, and presentation skills; business Fluency in
English language. Multi-language is beneficial.
Natural problem solver and strategic thinker, comfortable manipulating large datasets
Passion for education, education reform, and interest in working for a social
enterprise
Executive presence, ability to work with senior business stakeholders, and leadership
Entrepreneurial drive and comfort working in ambiguous, quickly-changing
environments
Strong sense of customer empathy and customer-centrism; to convert the relationship
and value into advocacy