Sales

Customer Success Manager (Remote)

Remote
Work Type: Full Time

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

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