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OnBoard · 21 hours ago

Customer Success Manager - Remote (East Coast)

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

OnBoard is a leading board management software company that helps organizations function at a higher level. The Customer Success Manager will manage a portfolio of customers, ensuring their satisfaction and success with OnBoard's products and services while identifying growth opportunities within accounts.

CollaborationDocument ManagementMeeting SoftwareSoftware

Responsibilities

Serve as the primary point of contact for a portfolio of customers, building strong, long-term relationships and understanding their business goals and challenges

Ensure customers achieve their desired outcomes by providing proactive support, guidance, and best practices for using our products and services

Address customer concerns and resolve issues promptly, coordinating with internal teams as needed to deliver effective solutions

Drive adoption and active engagement with the Govenda platform by conducting onboarding, training sessions, and regular check-ins to maximize value and usage

Identify and pursue opportunities for account growth, including upselling additional products and services. Develop and execute tailored expansion strategies for each customer

Conduct regular business reviews with customers to discuss progress, gather feedback, and introduce new features or services that align with their evolving needs

Lead and support customers through the migration process to a new platform, including planning, timeline management, resource coordination, and ensuring a smooth transition

Proactively communicate upcoming changes, migration updates, and new platform features to customers, ensuring transparency and preparedness

Act as the voice of the customer within the organization, providing feedback to product and leadership teams to influence the roadmap and service improvements

Monitor customer health, usage metrics, and satisfaction scores. Provide regular reports and actionable insights to internal stakeholders and leadership

Work closely with sales, product, and support teams to ensure a seamless customer experience and alignment on customer goals and growth initiatives

Work with customers to minimize product churn and maximize account renewals, supporting the contract renewal process

Qualification

Customer Relationship ManagementB2B SaaS ExperienceCross-functional CollaborationMicrosoft OfficeSalesforceProblem-solving SkillsCommunicationProject ManagementAdaptabilityCustomer Focus

Required

Bachelor's degree in business, or a related field, preferred

5-7 years of experience in a customer-facing role at a B2B SaaS company; must include growing revenue for your book of accounts

5-7 years experience with cross-functional collaboration including Sales, Customer Experience, Product/Development, and other internal teams

Exposure to C-Level executives and Legal Teams strongly preferred

Passion for understanding and helping customers solve real-world business challenges by leveraging technology solutions

Excellent problem-solving and analytical skills, with the ability to identify and address issues in a timely manner

Ability to manage customer conversations at all levels, including direct or indirect negotiations

Ability to work independently and manage multiple customer accounts simultaneously

Experience using Microsoft Office, Salesforce, ChurnZero, or similar systems

Excellent verbal, written, presentation and project management skills

Benefits

Company provided equipment (laptop, software, etc.)

Employment with a growing, casual, fun, philanthropic minded company

Employer paid extended health benefits, including health spending account (CAN based employees)

Comprehensive, high-quality medical/prescription drug plan options, as well as dental and vision plan offerings.

An employer contribution to your Health Savings Account (HSA) if you participate in a High Deductible Healthcare Plan.

Medical Flexible Spending Accounts available.

Dependent Care Flexible Spending Accounts available.

Basic life insurance in the amount of $50,000 or 1 X’s your salary (whichever is higher).

Short and long-term disability and Accidental Death and Dismemberment benefits at no cost to you.

401K Retirement Savings Plan with automatic enrollment at the first of the month following 60 days of employment at 5% to help you secure your financial freedom. We offer a generous company match that starts on the first of the month following 60 days of employment. The company match is dollar for dollar on the first 3% of your pay that you contribute and $0.50 on the dollar on the next 2%, for a total match of 4%.

Paid Time Off (PTO)/Holiday