Customer Success Manager (Channel Partners)
$100,000–$120,000 year
RemoteUnited States
Job Summary
Achieve world-class NPS/CSAT scores, retention, churn, and expansion goals through effective territory management. Coach and teach partner Customer Success Managers on excelling at customer success, while owning escalations and coordinating cross-departmental resolutions. Assist P-CSMs with policy and license questions and contribute to Customer Success Best practices. This role requires 5+ years of SaaS or ERP experience, preferably in Sales, Implementation, or Support, with a focus on high-stakes account management and subscription renewals. Located in the USA, you will work efficiently in a distributed, telecommuted environment, managing tense situations and interacting with C-Level executives of 100+ employee companies.
Required Qualifications
- 5+ years of SaaS or ERP experience, preferably in Sales or Implementation or Support roles
- Located in the USA
- Excellent oral & written and frictionless communication skills
- You work efficiently and effectively in a telecommuted world (we are mostly a distributed company)
- You listen, ask questions, build consensus, de-escalate, solve ambiguous problems
- You enjoy coaching and teaching others how to excel as a customer success manager
- You have experience with high-stakes account management, subscription renewals, churn/contraction mitigation, and expansion
- You are passionate about driving customer satisfaction and making good business decisions
- You enjoy learning, be it new software, processes, or policies – and enjoy sharing that knowledge
- You learn quickly, are resourceful and self-directed, and can work independently
- You are detail-oriented and organized
- You effectively interact with C-Level executives of 100+ employee companies
- You effectively manage tense situations and help bring them to an effective resolution
- You enjoy and are proficient at handling diverse workloads and can prioritize effectively
- You enjoy a dynamic work environment (continuously evolving and fast-paced)
- You are a team player, willing to contribute to the overall success of the team
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