Customer Success Manager at MCIM by Fulcrum Collaborations

Glen Allen, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

22 Mar, 26

Salary

0.0

Posted On

23 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Relationship Management, SaaS Products, Account Management, Communication Skills, Analytical Skills, Problem-Solving, Customer Success Software, Data Interpretation, Stakeholder Influence, Contract Negotiation, Customer Advocacy, Training, Product Adoption, Renewals Management, Technical Specification, Cloud Platforms

Industry

Software Development

Description

Customer Success Manager Department: Customer Success Job Summary The Customer Success Manager will be responsible for renewals, strategic account planning, and leading quarterly business reviews, while working independently and in collaborations with Account Executives to align on upsell opportunities. The ideal candidate will have a strong background in customer relationship management, have a proactive approach to ensuring customer success, and a deep understanding of SaaS products. Job Responsibilities Serve as the main point of contact for assigned accounts, managing relationships to ensure client satisfaction and long-term retention. Lead customer training, and adoption initiatives to ensure seamless integration and success with our products. Conduct regular check-ins and quarterly business reviews (QBRs) to review progress toward customer goals and ensure alignment with business objectives. Proactively manage the renewal process, negotiating contract terms and ensuring timely renewals. Monitor customer health and usage metrics to identify potential issues and opportunities for improvement. Identify opportunities for additional licensing, platform expansions, and upsell. Serve as the customer advocate, relaying feedback and improvement suggestions to internal teams. Develop customer success plans and strategies to drive product adoption and overall customer satisfaction. Other duties as assigned. Qualifications 1-4 years of proven experience in customer success, account management, or a related customer-facing role in a SaaS environment. Strong relationship management skills with the ability to influence stakeholders at all levels. Demonstrated success in managing renewals and expanding customer relationships. Excellent communication and presentation skills, with a talent for simplifying complex technical concepts. Analytical mindset with the ability to interpret data and translate insights into actionable strategies. Familiarity with data center solutions, cloud platforms, or B2B Enterprise SaaS products is a plus. Excellent communication and interpersonal skills. Ability to think strategically and execute effectively. Experience with customer success software and tools, including Salesforce, Hubspot, Gainsight, Churnzero. Strong analytical and problem-solving abilities. Ability to specify technical changes/needs to technical teams. Willingness to travel (up to 10%)

Responsibilities

The Customer Success Manager will manage relationships with assigned accounts to ensure client satisfaction and long-term retention. They will lead customer training initiatives and conduct regular check-ins to align with customer goals.