Job Description
Join our award-winning SaaS team as a Senior Customer Success Manager! Innovate Solutions Inc. is urgently hiring a remote professional to drive client satisfaction and retention in our fast-growing tech platform. This 100% remote position offers competitive compensation, comprehensive benefits, and the flexibility to thrive from home while making a tangible impact in Charlotte's thriving tech ecosystem.
As a key member of our client experience team, you'll partner with enterprise clients to maximize product adoption, identify growth opportunities, and ensure exceptional service delivery. Our ideal candidate brings 5+ years of B2B SaaS success experience, a passion for client advocacy, and the ability to excel in a remote-first culture.
Responsibilities
- Develop and execute strategic success plans for 15-20 enterprise accounts in the Charlotte market
- Conduct regular business reviews to align client goals with platform capabilities
- Identify expansion opportunities and upsell/cross-sell solutions
- Collaborate with product and engineering teams to address client feedback
- Implement health score metrics and proactively mitigate churn risks
- Mentor junior CSMs and contribute to process improvements
- Track KPIs including NPS, retention rates, and expansion revenue
Qualifications
- Bachelor's degree in Business, Marketing, or related field (or equivalent experience)
- 5+ years in B2B SaaS customer success or account management
- Proven experience managing enterprise accounts ($100K+ ARR)
- Expertise in CRM platforms (Salesforce preferred) and CS tools
- Exceptional communication and presentation skills
- Strong analytical abilities with data-driven decision making
- Experience with remote collaboration tools (Slack, Zoom, Asana)
- Ability to work independently with minimal supervision