Customer Success Manager - Remote US - Strategic Client Relationships & Technical SaaS Growth

Join the Team at Kustomer: Where Customer Success Meets Innovation We're on the hunt for a talented Customer Success Manager to join our dynamic team at Kustomer, a cutting-edge SaaS company that's revolutionizing the way businesses interact with their customers. As a Customer Success Manager, you'll be at the forefront of nurturing and growing long-term client relationships, ensuring they achieve measurable results and true value from our platform. If you're passionate about delivering exceptional customer experiences, driving product adoption, and aligning customer goals with internal initiatives, we want to hear from you! About Kustomer Kustomer is a leading SaaS company that's dedicated to providing innovative solutions for businesses to manage their customer relationships. Our platform is designed to help companies deliver exceptional customer experiences, drive growth, and achieve measurable results. With a strong focus on customer success, we're committed to building a team of talented professionals who share our passion for delivering outstanding customer experiences. Job Summary As a Customer Success Manager at Kustomer, you'll play a vital role in managing high-impact customer engagements, driving product adoption, supporting account growth, and aligning customer goals with internal initiatives. You'll collaborate with cross-functional teams and be an internal advocate for your customers, making a tangible difference in their success journey. If you're a motivated and customer-focused professional with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Key Responsibilities Manage the Full Post-Sale Customer Lifecycle: Oversee onboarding, business reviews, and renewal negotiations to ensure seamless customer experiences and long-term relationships. Drive Product Adoption: Educate users, monitor usage, and identify improvement opportunities to maximize customer value and drive growth. Align Customer Goals with Internal Initiatives: Understand customer KPIs and business outcomes to align product usage with strategic goals and deliver measurable results. Collect and Communicate Product Feedback: Gather, synthesize, and communicate product feedback to internal stakeholders to drive innovation and inform product development. Internal Advocacy: Act as the internal advocate for customers, handling escalations and coordinating cross-team efforts to ensure customer needs are met. Collaboration and Communication: Work closely with Technical Account Managers, sales teams, and other stakeholders to support implementation of new features and drive customer success. Build a Strong Base of Referenceable Customers: Develop high-touch engagement strategies to build a strong base of referenceable customers and drive growth through word-of-mouth referrals. Essential Qualifications Bachelor's Degree or Equivalent: A bachelor's degree or equivalent practical experience in a related field. 5+ Years of Experience: At least 5 years of experience in Customer Success or Account Management within a technical SaaS environment. Proven Track Record: A proven ability to manage a book of business, including negotiating renewals and identifying expansion opportunities. Familiarity with Technical Domains: Familiarity with two or more of the following domains: SaaS, CRM, CX platforms, Support Software, or APIs. Strong Interpersonal and Communication Skills: Excellent interpersonal and communication skills, with the ability to build trust and inspire action. Organizational and Analytical Skills: Highly organized and efficient, with project management experience and analytical skills to interpret data and drive recommendations. Preferred Qualifications Familiarity with Coding, SQL, and Analytics Tools: Familiarity with coding, SQL, analytics tools, or HIPAA compliance. What We Offer At Kustomer, we're committed to providing a supportive and inclusive work environment that fosters growth and development. Here are some of the benefits and perks we offer: Competitive Salary and Stock Options: A competitive salary and stock options to reward your hard work and contributions. Comprehensive Healthcare Coverage: 100% healthcare coverage (U. S.), supplemental health insurance (UK), and a generous vacation and time-off policy. Retirement Savings Plan: A 401(k) plan (U. S.) and pension plans for UK-based employees. WiFi and Mobile Reimbursement: WiFi and mobile reimbursement to keep you connected and productive. Inclusive and Supportive Work Environment: An inclusive and supportive work environment with a strong sense of community and opportunities for growth and development. Career Growth Opportunities and Learning Benefits At Kustomer, we're committed to providing opportunities for growth and development. Here are some of the ways we support your career: Professional Development: Opportunities for professional development and training to help you grow in your career. Mentorship: Access to experienced mentors who can provide guidance and support. Cross-Functional Collaboration: Opportunities to collaborate with cross-functional teams and contribute to company-wide initiatives. Work Environment and Company Culture At Kustomer, we're proud of our inclusive and supportive work environment. Here are some of the things that make our company culture unique: Remote Work: We offer remote work options to provide flexibility and work-life balance. Diverse and Inclusive Team: A diverse and inclusive team with a strong sense of community and camaraderie. Employee Recognition: Opportunities for employee recognition and rewards to celebrate your achievements. How to Apply If you're passionate about delivering exceptional customer experiences, driving product adoption, and aligning customer goals with internal initiatives, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! At Kustomer, we're committed to providing a fair and transparent application process. Here's how it works: AI-Powered Screening: Our AI-powered screening process evaluates your CV and LinkedIn profile to determine your match score. Shortlisting: The top 3 candidates with the highest match score are shortlisted and shared with the hiring team. Manual Review: Our human team may perform an additional manual review to ensure no strong profile is missed. We look forward to receiving your application and exploring how you can contribute to our team! Apply for this job