2 Customer Success Lead Saas jobs in whatjobs
Job Description
Our client is seeking an exceptional Customer Success Lead to spearhead our customer advocacy and retention efforts for our cutting-edge SaaS platform. This is a fully remote position, offering the flexibility to work from anywhere in Kenya. You will be instrumental in ensuring our clients maximize the value they derive from our software, fostering strong, long-term relationships, and driving product adoption. Your primary responsibility will be to develop and execute proactive customer success strategies, including onboarding, training, ongoing support, and regular business reviews. You will act as the primary point of contact for key accounts, understanding their unique business challenges and aligning our solutions to meet their objectives. This role requires a deep understanding of the SaaS ecosystem and a passion for customer advocacy. You will be responsible for monitoring customer health, identifying at-risk accounts, and developing strategies to improve retention and reduce churn. Your ability to identify expansion opportunities within existing accounts will also be a key performance indicator. The ideal candidate will possess outstanding communication, interpersonal, and problem-solving skills, with a proven track record of building trust and rapport with diverse client stakeholders. Experience in managing a team of Customer Success Managers is highly desirable. You will collaborate closely with our Sales, Product, and Engineering teams to ensure a cohesive customer experience. This role demands excellent organizational skills, the ability to manage multiple priorities, and a proactive approach to client management. In this remote role, you will need to be self-disciplined, results-oriented, and adept at using digital tools for communication and collaboration. We are looking for a leader who is passionate about customer success and committed to delivering unparalleled service.
Responsibilities:
Responsibilities:
- Develop and implement comprehensive customer success strategies to drive adoption, retention, and advocacy.
- Manage a portfolio of key accounts, serving as their primary point of contact.
- Oversee the customer onboarding process, ensuring a smooth and successful transition.
- Conduct regular check-ins and business reviews with clients to assess satisfaction and identify needs.
- Monitor customer health metrics, proactively identifying and mitigating churn risks.
- Drive product adoption and ensure customers are leveraging the platform to its full potential.
- Identify opportunities for account expansion and upselling.
- Collaborate with Sales, Marketing, Product, and Support teams to ensure a seamless customer experience.
- Develop and deliver training materials and best practices to clients.
- Gather customer feedback and insights to inform product development and service improvements.
- Lead and mentor a team of Customer Success Managers.
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Minimum of 5 years of experience in Customer Success, Account Management, or a similar client-facing role within the SaaS industry.
- Proven track record of managing high-value client relationships and driving retention.
- Strong understanding of SaaS business models and customer lifecycle management.
- Excellent communication, presentation, and interpersonal skills.
- Demonstrated ability to lead and manage a team.
- Proficiency in CRM software and customer success platforms.
- Strong analytical and problem-solving skills.
- Ability to work independently and thrive in a remote, fast-paced environment.
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Job Description
This is a fully remote position. Our client is a fast-growing SaaS company providing innovative solutions to businesses worldwide. We are looking for a dynamic and customer-centric Customer Success Lead to join our expanding team. This role is crucial in ensuring our clients derive maximum value from our platform, fostering strong relationships, and driving retention and expansion. You will be responsible for managing a portfolio of key accounts, developing success plans, onboarding new clients, providing ongoing support, and acting as the primary point of contact for client inquiries. The ideal candidate will have a passion for customer service, excellent communication and problem-solving skills, and a deep understanding of SaaS products and customer lifecycle management. You will collaborate closely with sales, product, and support teams to advocate for customer needs and drive product adoption.
Key responsibilities include:
Key responsibilities include:
- Developing and executing customer success strategies to maximize client satisfaction and retention.
- Onboarding new clients efficiently and effectively, ensuring a smooth transition to our platform.
- Proactively engaging with clients to understand their business objectives and identify opportunities for them to leverage our services.
- Providing ongoing support, guidance, and best practice recommendations to clients.
- Conducting regular business reviews with key accounts to track progress and demonstrate value.
- Identifying and addressing potential customer churn risks, and implementing retention strategies.
- Collaborating with the sales team on upsell and cross-sell opportunities.
- Acting as the voice of the customer internally, providing feedback to product and engineering teams.
- Resolving customer issues and escalating complex problems to the appropriate internal teams.
- Developing customer success resources, such as knowledge base articles and training materials.
- Monitoring customer health metrics and taking proactive measures to improve them.
This advertiser has chosen not to accept applicants from your region.
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