Full-Time Customer Success Manager

We're looking for a highly technical Customer Success Manager who is passionate about fostering exceptional customer experiences. Your core responsibility will be to ensure our customers are actively adopting and getting value from Epsilon3. You will also work closely with our product and engineering team to help translate customer feedback into new features and improvements.\n

Responsibilities:

• Manage and build lasting relationships with a global portfolio of 50-75 customer accounts
• Plan virtual and on-site meetings with customers to conduct trainings, collect user feedback, and identify adoption issues
• Manage renewals and mitigate churn by performing reactive and proactive outreach based on risk signals and health scores
• Schedule, outline, and execute implementation and onboarding for your new accounts
• Identify and manage upsell, cross-sell, and account expansion opportunities
• Monitor, triage, and respond to Intercom messages, Slacks, emails, support tickets, and requests
• Provide clear and actionable input, ideas, and user feedback to the product team 
• Build and improve internal processes to improve account retention and health/NPS scores
• Maintain expert-level knowledge of the platform and feature/product roadmap 
• Ensure all account information in Salesforce/CRM is updated and accurate

Qualifications:

• 3+ years of experience managing customer accounts at a B2B SaaS startup
• Experience managing software implementation and onboarding for new customers
• Experience identifying and closing account growth, expansion, and upsell opportunities
• Ability to foster and maintain strong relationships with internal and external stakeholders
• Ability to apply analytical and problem-solving skills in a fast-paced environment
• Ability to effectively navigate ambiguity, manage multiple projects, and shift priorities on-the-go 
• Customer-centric mindset strengthened by a genuine desire to understand your customer'™s needs and business goals
• Clear, effective, and enthusiastic communicator who applies business acumen and empathy to every interaction
• At least 1 year of Salesforce CRM experience
• US Citizenship is required, as this role may require security clearance in the future
• Fluent in English, and speaking additional languages is a plus! 
• Bachelors degree