Enterprise Customer Success Manager (SaaS)

Interactive Resources - Ir - Austin, TX

Full-time

Austin, TX

About the position

The Customer Success Manager (CSM) role is designed for a passionate individual who thrives in a dynamic environment and is committed to ensuring client success. As a CSM, you will act as a trusted advisor, guiding clients to maximize the value of our software solutions. This position involves close collaboration with project managers, technical consultants, and client stakeholders to understand their needs, develop strategic plans, and drive user adoption, ultimately impacting client success and ROI.

Responsibilities

• Build strong relationships with clients to understand their needs, schedule regular check-ins, and gather feedback.
• Analyze usage data to assess software effectiveness.
• Report on key performance indicators (KPIs) relevant to client projects.
• Organize and facilitate training sessions to enhance software proficiency.
• Provide ongoing support and troubleshooting for clients.
• Gather client feedback on features and functionality, identifying areas for improvement.
• Conduct surveys to assess client satisfaction and usage challenges.
• Recommend best practices and solutions to clients, and prepare reports summarizing client progress, challenges, and success stories.

Requirements

• Bachelor's degree with a minimum of 4 years of experience in a client facing role.
• Experience with leading enterprise software customer support with SLA accountability.
• Expertise with Zendesk (or similar tool).
• Creative problem solver, able to accomplish goals through a variety of processes and tools.
• Strong analytical and communication skills.
• Ability to deal with complex customer relationships.