[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Pricefx is the global leader in enterprise pricing intelligence, helping large companies optimize their pricing strategies. The Customer Success Manager will guide customers through onboarding, drive product adoption, support retention efforts, and identify growth opportunities to maximize the value of the SaaS pricing and revenue optimization solution.

Responsibilities

• Partner with new customers to ensure successful implementation and onboarding of the subscribed capabilities
• Leverage customer discovery sessions to understand business objectives, pricing challenges, and success metrics
• Identify and encourage product training and educational resources to accelerate customer adoption and value realization
• Collaborate with implementation partner, product, and support teams to ensure seamless customer experience
• Proactively monitor customer usage and engagement trends to encourage solution adoption
• Conduct cadenced alignments, top-to-tops, business reviews, and value sessions with customers
• Educate users on best practices, product capabilities, and new feature releases
• Identify opportunities to improve customer workflows and business outcomes through solution utilization
• Build trusted relationships with customer stakeholders and serve as their primary point of contact
• Monitor customer health indicators and proactively address risks that could impact customer satisfaction or renewal
• Resolve customer concerns by partnering with cross-functional teams to deliver effective solutions
• Support customer renewal efforts by demonstrating business value and measurable outcomes
• Identify opportunities for upselling and cross-selling additional products or services capabilities
• Partner with Sales teams to support expansion conversations
• Leverage customer goals and business needs to uncover future growth opportunities
• Create realized value statements as a baseline for revenue retention and account growth strategies
• Gather customer feedback and communicate insights to Product, Engineering, and Leadership teams
• Encourage participation in customer advocacy programs such as customer and prospect reference programs, case studies, webinars, and testimonials
• Promote customer success stories and best practices across the customer community
• Act as an advocate for customers while balancing business objectives
• Maintain accurate customer records, engagement history, and success plans within Salesforce as one source of truth
• Track key performance indicators, including adoption, customer health, retention, and satisfaction metrics
• Analyze customer data to identify trends, opportunities, and areas for improvement
• Contribute to process improvements that enhance customer experience and team efficiency

Skills

• Bachelor's degree in Business, Communications, Marketing, Technology, or a related field preferred
• Minimum 5 years of experience in customer success, account management, sales, SaaS, or customer-facing roles
• Strong communication, presentation, and relationship-building skills
• Analytical mindset with the ability to interpret customer data and business metrics
• Commercial Aptitude
• Ability to manage multiple priorities in a fast-paced environment with minimal supervision
• Experience with Microsoft Office Suite, CRM platforms such as Salesforce, HubSpot, and Groove, and AI LLMs
• Passion for helping customers achieve measurable business outcomes

Benefits

• Bring your own device (BYOD) - Monthly $260 IT allowance (laptop, mobile, and internet)
• 401K contribution dollar for dollar up to 4%, and your contributions are vested immediately
• 20 vacation days, 3 free (sick days), 15 public holidays, and 1 additional day off during your birthday month
• Sabbatical program after 5 years of service
• Robust healthcare, dental, and vision coverage with ADP
• 16 weeks of 100% paid maternity leave with a new baby bonus
• Holiday and Referral bonuses
• We will support your home office setup with a monthly IT allowance
• We prioritize work-life balance and, in addition to vacation, we offer free (sick) days, your birthday, and CSR days off
• Building a sense of community is important. We organize regular virtual or in-person meetups and many social activities and challenges

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