[Remote] Senior Customer Success Manager - ILM
Note: The job is a remote job and is open to candidates in USA. Irth is a dynamic and growing company well respected in its industry, seeking a Senior Customer Success Manager to enhance customer engagement and retention. The role involves driving product adoption, managing customer relationships, and ensuring successful onboarding and ongoing support for clients.
Responsibilities
- Become a product expert, including the technical workings and practical business application
- Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform
- Develop strategic success plans for your customers segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams
- Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services
- Keep customers informed of process and procedural changes
- Manage the resolution of escalated customer issues
- Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements
- Travel expectations – 10%
Skills
- Demonstrated success managing customer relationships in a B2B SaaS company
- Demonstrated capability to identify and mitigate risk
- 3+ years of customer-facing account management type position or equivalent with a track record of service excellence and best practices or SaaS Support experience
- Experience working across multiple internal teams to resolve customer issues quickly and effectively
- Excellent communication skills (writing, listening, phone)
- A team player capable of high performance and flexibility working in a dynamic environment
Benefits
- Competitive salary
- Health plan options include medical, dental, & vision
- 401k + company match
- Flexible PTO policy plus company-paid holidays
- Benefits include life insurance, pet insurance, discounts and perks programs
- Generous one-time “work from home” stipend to get you started
- Team events, including monthly lunches for everyone, volunteer outings, and quarterly gatherings
- Hybrid employees have access to snacks, beverages, and coffee at our Columbus, Ohio, office
Company Overview