Note: The job is a remote job and is open to candidates in USA. Irth is a dynamic and growing company well respected in its industry, seeking a Senior Customer Success Manager to enhance customer engagement and retention. The role involves driving product adoption, managing customer relationships, and ensuring successful onboarding and ongoing support for clients.

Responsibilities

• Become a product expert, including the technical workings and practical business application
• Manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform
• Develop strategic success plans for your customers segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams
• Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services
• Keep customers informed of process and procedural changes
• Manage the resolution of escalated customer issues
• Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements
• Travel expectations – 10%

Skills

• Demonstrated success managing customer relationships in a B2B SaaS company
• Demonstrated capability to identify and mitigate risk
• 3+ years of customer-facing account management type position or equivalent with a track record of service excellence and best practices or SaaS Support experience
• Experience working across multiple internal teams to resolve customer issues quickly and effectively
• Excellent communication skills (writing, listening, phone)
• A team player capable of high performance and flexibility working in a dynamic environment

Benefits

• Competitive salary
• Health plan options include medical, dental, & vision
• 401k + company match
• Flexible PTO policy plus company-paid holidays
• Benefits include life insurance, pet insurance, discounts and perks programs
• Generous one-time “work from home” stipend to get you started
• Team events, including monthly lunches for everyone, volunteer outings, and quarterly gatherings
• Hybrid employees have access to snacks, beverages, and coffee at our Columbus, Ohio, office

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