Role Description We are seeking a talented Customer Success Manager for Service Fusion, to own our renewal and engagement customer account lifecycle. The ideal candidate will have 4+ years of experience within an organization that delivers B2B SaaS products. This person should be passionate about enabling our customers' success & health, in addition to driving customer loyalty and advocacy through the adoption of our software and services. - Manage customer accounts in various stages of their lifecycle and of various levels of account size, health, and usage. - Develop strong product knowledge to implement advanced and varied types of use cases. - Manage accounts using applicable analytic tools and prioritization methods. - Collaborate with internal teams to act as the voice of the customer and champion their needs. - Build strong relationships with peers and colleagues from CX, Sales, Marketing, Product/engineering, and Support while initiating discussions and brainstorming sessions to optimize solutions for our customers. - Explain metrics clearly to customers in a way that communicates value, as well as be able to clearly communicate ROI data to a customer so they understand their ROI received. - Effectively communicates with customers during difficult situations – i.e. feature requests, troubleshooting bugs. - Understands and utilizes the resources available for getting answers to product questions – i.e. Teams channels and internal training collateral. - Independently connects customer goals with features/functionality in the product without the help of resources, team lead, etc. - Empowers customers to own their own solutions. - Understands partnership software functionality and able to speak to benefits of adoption. - Contributes to enablement resources that empower the entire Customer Success team to scale. Qualifications - 4+ years working in a B2B client-facing account management, support or project management experience preferably involving SaaS services targeting SMB customers. - Comfortable leveraging software tools, CRM, email marketing, support, automation, productivity, and presentation software. - Leverages data to determine when accounts require an “off-cycle” intervention to maintain health and retain value delivery goals. - Able to identify risks and opportunities and understands what actions to take in these scenarios. - Successfully identifies and catalogs champions within customer accounts. - Appropriately leverage internal channels to seek guidance on more difficult customer circumstances. - Keeps portfolio up to date and organized, ensures accurate reporting of CS engagements in PlanHat. - Data-driven decision maker, with urgency operating in a “test and learn” environment focused on meaningful and rapid process optimization. - Track record in driving customer engagement and loyalty. - Innovative thinking and bias for action balanced with a strong customer and quality focus. - Persuasive communicator with both clients and internal company teams and staff. - Intellectually robust and agile, with the ability to make quick decisions as needed. - Self-confidence matched with a willingness to collaborate and successfully engage with colleagues. - Exceptional communication, presentation, and relationship management skills – deep cross-functional collaboration is required. Requirements - Preferred skills and experience: Zendesk/Jira customer support methods; Salesforce; Planhat. Benefits - Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid. - Continued investment in your professional development. - Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend. - 401k with up to a 4% match and immediate vesting. - Flexible and generous (FTO) time-off. - Employee Stock Purchase Program.