Customer Success Manager

4 weeks ago

Madurai, India Total CollectR Virtual Collector & Debt Negotiator Full time

We're a fast growing SaaS company on the hunt for an experienced Customer Success Manager who can help us build our Customer Success Department from the ground up. That means we're looking for builders who thrive in environments with minimal structure, is excited by the idea of building infrastructure and breathing life into it through direct execution.This would not be the right role for someone who considers themselves a maintainer. If you’re most comfortable stepping into a position with established systems, detailed playbooks, and clearly defined routines to follow, this won’t be the environment where you’ll thrive.Here's some of the key responsibilities for this role:Lead new customer onboarding and ensure a smooth go-live experience.Train customers on how to use our products effectively to improve their business performance.Build strong, long-term relationships with customers and serve as their primary point of contact.Monitor product usage and campaign performance to drive adoption and results.Identify and resolve risks before they impact satisfaction or retention.Partner with Sales and Marketing to renew and expand accounts through upsell and cross-sell opportunities.Conduct regular check-ins and performance reviews to showcase ROI.Gather customer feedback and collaborate with Product and Engineering on improvements.Develop and refine Customer Success playbooks, onboarding guides, and lifecycle processes.Contribute to the overall growth a structure of the Customer Success Department.Candidates who meet this criteria are eligible for this role:We require a minimum of 24 months of prior experience working in SaaS Customer Success.Must be located and authorized to work in the United States or Canada. This is a remote role, but we’re seeking someone who plans to work consistently from a single location, such as a dedicated home office.Must be outgoing, professional, and an exceptional communicator — both verbally and in writing.Is willing (and has no barriers preventing them from) putting in extra time when needed to achieve excellent results. This role requires someone who isn't afraid of working past 5 PM if the task at hand requires it. While we strongly value work-life balance, our focus is on results, not hours—what matters most is achieving great outcomes.

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