Customer Success Manager — B2b Saas

ABOUT THE CUSTOMER SUCCESS MANAGER POSITION:

As a Customer Success Manager at Valdera, you will be instrumental in supporting our quickly growing global customer base! The Valdera Customer Success team is committed to helping customers adopt our platform and help streamline their procurement workflows. You’ll play a vital role in the customer journey as the customer’s main advocate and advisor, influencing account admins, end users and decision makers.  This role is a perfect opportunity for an experienced Customer Success Manager who is interested in being a part of a global fast-paced technology company that is disrupting the supply chain industry. In this role, you will be a part of our Customer Success team that is responsible for driving product adoption, satisfaction, and retention. This role reports to the Sr Customer Success Manager, and works closely with sales, sourcing operations, and our engineering team. 

JOB DETAILS:

The Customer Success Manager is responsible for building strong relationships with our growing global customer base and driving product value for our customers. This includes deeply understanding customer needs, requirements, and business goals across a wide range of industries.

WHO YOU ARE:

You are passionate and proactive about Customer Success and have a strong background in understanding the unique needs and environment of a startup. You are committed to driving engagement, growth, satisfaction, and adoption by providing ongoing curated support to our growing global customer base. You are skilled in identifying opportunities for product optimization and user workflows, and communicate those needs clearly to internal stakeholders to drive product growth.

** Candidates must be eligible to work in the United States, and also live in the United States. We are unable to provide sponsorship at this time.

WHAT YOU'LL NEED:

• 3+ years of relevant work experience in B2B SaaS Customer Success
• Track record owning relationships with senior stakeholders
• Experience using a mixture of low-touch and high-touch tactics
• Clear and thoughtful communicator with excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users

OBJECTIVES & RESPONSIBILITIES:

• Develop a trusted-advisor relationship with key accounts, customer stakeholders and executive sponsors
• Drive Valdera product adoption and support customers on new product releases
• Actively monitor customer health and engagement, identifying at-risk accounts and proactively implementing strategies to mitigate churn
• Evaluate opportunities to increase customer satisfaction, expansion, and retention
• Execute on all phases of the customer journey, including onboarding, change management, business performance reviews, roadmap advisory, and renewal touchpoints
• Work cross-functionally with Product and Sales to ensure customers have the full power of Valdera behind them
• Ensure long term client satisfaction and referenceability
• Be the voice of the customer to the product and go-to-market team
• Assist with hiring and training of new CSMs