RestonFull TimeCustomer Support
Remotely
customer successaccount managementerprenewalssaascoachingcross functional collaborationchurn reduction
Job Description
📋 Description
- Achieve world-class NPS/CSAT, retention, churn reduction, renewals, and expansion through territory
- Coach partner’s Customer Success Managers (P-CSMs) to excel in customer success.
- Own and manage customer escalations; coordinate across departments for resolution.
- Assist P-CSMs with policy and license questions.
- Contribute to Customer Success best practices.
🎯 Requirements
- 5+ years of SaaS or ERP experience (Sales, Implementation, or Support preferred).
- Located in the USA.
- Excellent verbal and written communication; able to work in a distributed/telecommuted environment.
- Ability to listen, ask questions, build consensus, de-escalate, and solve ambiguous problems.
- Experience coaching others to excel in customer success management.
- Experience with high-stakes account management, renewals, churn mitigation, and expansion.
🎁 Benefits
- Salary range $100,000-$120,000 annually; eligible for bonuses and stock; sales incentives may apply.
- Healthcare benefits, disability coverage, 401(k) with match, flexible time off, sick leave.
