Apply on Employer Site

Lumen Resources · 2 hours ago

Customer Success Manager (SaaS)

United States

Full-time

Remote

Mid, Senior Level

Lumen Resources is focused on partnering with trained recruiters to support clients in their success. As a Customer Success Manager, you will ensure client satisfaction by collaborating with cross-functional teams to drive customer adoption, retention, and expansion of the SaaS platform.

Staffing & Recruiting

Responsibilities

Collaborate with Sales, Customer Support, Product, and engineering teams to align customer success strategies with overall company objectives

Develop and implement customer success programs to drive product adoption, retention, and expansion

Proactively identify and address customer challenges, ensuring timely resolution and overall customer satisfaction

Conduct regular business reviews with key accounts to assess their needs, address concerns, and explore opportunities for upsell or cross-sell

Analyze customer usage data to identify trends and insights, providing actionable recommendations to enhance customer success

Serve as the escalation point for critical customer issues, working closely with internal teams to ensure prompt resolution

Develop and maintain a deep understanding of our SaaS platform, staying informed about updates and new features

Collaborate with the Product team to provide customer feedback and insights for continuous product improvement

Measure and report on key performance indicators related to customer success, providing regular updates to senior leadership

Qualification

Customer Success leadershipSaaS experienceJIRACRM toolsInsurance/Finance IndustryAnalytical mindsetDynamic environment adaptabilityCommunication skillsResults-orientedInterpersonal skills