Full-Time Customer Success Manager
ShiftCare is hiring a remote Full-Time Customer Success Manager. The career level for this job opening is Experienced and is accepting USA based applicants remotely. Read complete job description before applying.
ShiftCare
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Who is ShiftCare?ShiftCare is a fast-growing SaaS scale-up. Its innovative software helps Australian, American & Canadian disability support providers, in-home aged carers, and allied health professionals streamline their work by creating efficiencies in rostering, client management, and billing, enabling business growth.
We are seeking a motivated and experienced Customer Success Manager to champion our team's daily excellence. The ideal candidate will engage and manage customer relationships, ensuring product/service satisfaction, and driving retention/expansion.
Responsibilities:
- Develop deep product understanding and support customer utilization.
- Build and maintain strong customer relationships, handling inquiries and issues.
- Act as a key technical and support escalation point.
- Own the customer onboarding process, ensuring seamless onboarding experiences.
- Monitor customer health/engagement metrics, and improve retention.
- Drive product adoption through guidance, training, and best practices.
- Ensure Service Level Agreements (SLAs) are met.
- Build relationships with cross-functional teams (Operations, Engineering, Sales, Product, Marketing) for optimal client experiences.
- Represent the customer's voice internally, providing feedback for product/service enhancements.
- Proactively identify upsell/cross-sell opportunities, and collaborate with Sales.
Requirements:
- Bachelor's degree in business, marketing, or related field
- 3+ years experience in customer success/account servicing (ideally in SaaS)
- Outstanding execution/product demonstration skills
- Strong communication/interpersonal skills
- Excellent problem-solving abilities
- Experience managing multiple projects/customers simultaneously
- Familiarity with customer success metrics & data analysis
- Experience with CRM/customer engagement software (e.g., HubSpot, Intercom)
- Experience with timesheet, payroll, or accounting software (a plus)
- Ability to work independently and remotely
- Familiarity with our industry (a plus)