Customer Success Manager (SaaS)

We're a leading SaaS provider specializing in services designed to help brands generate online reviews, identify their end-consumers, drive direct-to-consumer revenue, and increase omnichannel growth.

Our innovative platform empowers brands in the e-commerce industry to harness authentic customer feedback, boost sales, reduce costs, and seamlessly integrate data across technology platforms.

We are at the forefront of transforming how brands leverage customer insights to enhance their online presence and drive business success.

Role Overview : We're seeking a dedicated and experienced Customer Success Manager to ensure exceptional customer experiences and enhance customer satisfaction within our SaaS environment.

The successful candidate will work solo to reach out to clients, ensure they are happy, and address any issues or pain points.

This role is crucial for maintaining strong relationships with our clients and collaborating with the Business Development / Inside Sales team to quickly resolve any customer concerns.

Key Responsibilities :

• Customer Support :
• Provide direct support to customers, ensuring timely and effective resolution of inquiries and issues within our SaaS platform.
• Develop and maintain customer service standards, policies, and procedures tailored to the SaaS industry.
• Handle escalated customer issues, providing solutions and ensuring customer satisfaction.
• Client Outreach :
• Proactively reach out to clients to ensure they are satisfied with our SaaS services and to gather feedback.
• Build and maintain strong relationships with key clients, acting as their primary point of contact within the SaaS environment.
• Collaboration :
• Work closely with the Business Development / Inside Sales team to address customer issues and pain points swiftly within the SaaS platform.
• Communicate customer feedback to the product and sales teams to align offerings with client needs and improve service within the SaaS ecosystem.
• Process Improvement :
• Identify opportunities to streamline and improve customer care processes within the SaaS environment to enhance efficiency and customer experience.
• Implement scalable processes to optimize customer support operations within the SaaS platform.
• Feedback Management :
• Collect and analyze customer feedback within the SaaS platform to identify trends and areas for improvement.
• Ensure customer feedback within the SaaS ecosystem is effectively leveraged to drive product and service enhancements.

Qualifications :

• Proven experience in a customer service or customer success role within the SaaS industry, preferably within the e-commerce sector.
• Strong problem-solving abilities and a customer-centric mindset, with a keen understanding of SaaS platforms.
• Excellent communication and interpersonal skills, with the ability to effectively communicate complex concepts within the SaaS environment.
• Ability to work independently and manage multiple tasks effectively within a SaaS-based customer care setting.
• Proficiency in customer service software and tools (e.g., Zendesk, Salesforce) tailored to the SaaS industry.
• Bachelor's degree in Business Administration, Marketing, or a related field preferred.

Compensation :

• Competitive salary ranging from $80,000 to $100,000 annually.
• Performance-based bonuses tied to achieving customer satisfaction goals.

Join us and contribute to our mission of empowering brands with impactful SaaS-based customer feedback solutions. Apply now to be a key player in driving customer satisfaction and business success within the dynamic e-commerce landscape.