Customer Success Manager

About SnippetSentry:
SnippetSentry is a rapidly growing SaaS company providing secure mobile communication solutions for organizations that require compliance, accountability, and scalability. We are looking for a dedicated Customer Success Manager to join our team and ensure our clients get the most out of our platform.

Role Overview:
As a Customer Success Manager at SnippetSentry, you will be the main point of contact for our customers, guiding them through onboarding, product adoption, and ensuring long-term success. You’ll work closely with our customers to understand their needs, address any challenges, and drive overall satisfaction. Your primary goal is to ensure customers are maximizing the value of SnippetSentry’s solutions and to foster strong, lasting relationships.

Key Responsibilities:

• Onboarding and Training: Lead new customers through the onboarding process, providing training on SnippetSentry’s platform to ensure a smooth transition.
• Customer Engagement: Proactively engage with customers to ensure they are using the platform effectively, providing guidance, support, and best practices.
• Issue Resolution: Serve as a trusted advisor to customers, helping them navigate any challenges they encounter and coordinating with internal teams to solve issues quickly.
• Retention and Growth: Identify opportunities for upselling and cross-selling additional features to enhance customer value and drive account growth.
• Product Feedback: Act as the voice of the customer internally, providing valuable feedback to the product and development teams to help improve our offerings.
• Reporting and Metrics: Monitor customer health scores, analyze usage data, and track key performance indicators (KPIs) to ensure customers are meeting their goals.
• Relationship Building: Build and nurture strong, long-lasting relationships with key customer stakeholders.

Requirements

• 2+ years of experience in a Customer Success, Account Management, or similar role, preferably within the SaaS industry.
• Strong communication and interpersonal skills, with the ability to manage multiple customers and prioritize tasks effectively.
• Experience with CRM tools (e.g., HubSpot) and familiarity with customer success platforms.
• Problem-solving mindset with the ability to quickly understand customer challenges and offer practical solutions.
• Ability to work collaboratively with cross-functional teams (sales, product, engineering) to drive customer success.
• A proactive attitude with a passion for helping customers achieve their goals.
• Experience in the mobile communications or compliance space is a plus, but not required.

Benefits

• Competitive salary and benefits package.
• Remote work flexibility.
• Opportunity to work in a dynamic, fast-paced environment with a collaborative and supportive team.
• Professional growth and development opportunities.