SUMMARY
We're looking for a motivated and customer-focused Junior Customer Success Manager to join our client's team. In this role, you'll build strong relationships with customers, help them successfully adopt client's platform, and ensure they achieve value from clients’ software. You'll work closely with Sales, Support, Product, and other internal teams to deliver exceptional customer experience throughout the customer lifecycle.
This is an excellent opportunity for someone early in their Customer Success career who enjoys building relationships, solving problems, and working in a fast-paced SaaS environment.
JOB RESPONSIBILITIES
- Manage a portfolio of small to mid-sized customer accounts.
- Guide customers through onboarding and product adoption.
- Build trusted relationships through regular check-ins and proactive communication.
- Monitor customer health and identify opportunities to improve engagement and satisfaction.
- Respond to customer questions and coordinate with Support and Product teams to resolve issues.
- Deliver product training and share best practices to help customers maximize value.
- Maintain accurate customer records and activity on the CRM and Customer Success platform.
- Identify potential renewal risks and partner with senior team members to develop success plans.
- Gather and share customer feedback with Product, Engineering, and Sales teams.
- Support customer renewals and identify opportunities for account growth or expansion.
- Contribute to customer education materials, playbooks, and knowledge base content.
- Track and report on key Customer Success metrics, including onboarding completion, product adoption, customer satisfaction, and retention.
QUALIFICATIONS
- 3-4 years of experience in Customer Success, Account Management, Customer Support, Sales, or another customer-facing role.
- Bachelor's degree or equivalent professional experience.
- Excellent written and verbal communication skills.
- Strong organizational, time management, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Comfortable learning new technologies and software platforms.
- A customer-first mindset with a proactive approach to relationship management.
Preferred Qualifications
- Experience working in a SaaS or technology company.
- Familiarity with CRM platforms such as Salesforce or HubSpot.
- Experience with Customer Success platforms such as Gainsight, ChurnZero, Planhat, or Vitally.
- Understanding of SaaS metrics, including retention, churn, customer health scores, and product adoption.
- Experience delivering virtual customer training or product demonstrations.
JOB REQUIREMENTS
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.