Job Description
Join our remote revolution at Nexus Global Solutions! We're urgently hiring a Senior Customer Success Manager to drive growth from home in Mesa, Arizona. As a remote-first company, we empower our team with cutting-edge tools and flexible schedules while making a tangible impact on our clients' success.
Why Nexus? Our award-winning SaaS platform serves 2M+ users globally. You'll collaborate with cross-functional teams across 5 time zones while enjoying competitive benefits, unlimited PTO, and professional development stipends. This is your chance to shape the future of customer experience without leaving your home office.
Responsibilities
- Develop and execute strategic customer success plans for enterprise accounts, reducing churn by 25%+ annually
- Act as primary escalation point for complex client issues, ensuring 98% resolution within SLA
- Analyze usage data to identify upsell opportunities, driving $500K+ in quarterly expansion revenue
- Lead quarterly business reviews with C-level stakeholders, presenting actionable insights
- Collaborate with Product and Engineering teams to influence roadmap based on client feedback
- Mentor junior team members through our remote mentorship program
Qualifications
- 5+ years in B2B SaaS customer success, with 2+ years in enterprise accounts
- Proven track record of reducing churn and driving expansion revenue
- Expertise in CRM platforms (Salesforce, HubSpot) and analytics tools (Tableau, Looker)
- Exceptional communication skills with experience presenting to executive audiences
- Remote work experience with demonstrated ability to self-manage across time zones
- Certification in Customer Success Management (CCSM) preferred
- Bachelor's degree in Business, Marketing, or related field