REQUIREMENTS

• 4+ years in a Customer Success or Account Management role within SaaS companies.
• Proven track record managing US-based accounts, preferably mid-market to enterprise level.
• Strong understanding of SaaS onboarding, adoption, retention, and expansion best practices.
• Excellent English communication skills (verbal and written).
• Strong analytical skills with the ability to translate customer feedback into actionable insights.
• Comfortable working independently in a fully remote environment.
• Tech-savvy, with proficiency in CRM systems, customer success platforms, and virtual meeting tools.

PREFERRED QUALIFICATIONS

• Experience in HR tech, employee engagement, or wellbeing software.
• Background working with global, distributed teams.
• Familiarity with tools like HubSpot, Gainsight, ChurnZero, or similar.

ROLE OVERVIEW

We’re looking for an experienced Customer Success Manager (CSM) to own and grow relationships with our customers, ensuring they achieve measurable success using Woliba’s platform. This is a fully remote position, working with clients primarily in the United States, and requires a proactive, relationship-driven professional with a strong SaaS background.

KEY RESPONSIBILITIES

• Serve as the trusted advisor and primary point of contact for an assigned portfolio of clients.
• Lead strategic onboarding plans to ensure smooth implementation and time-to-value for new accounts.
• Drive product adoption, engagement, and satisfaction through regular check-ins, QBRs, and success planning.
• Develop a deep understanding of each client’s goals, challenges, and business objectives.
• Collaborate with product, support, and sales teams to ensure customer feedback informs roadmap decisions.
• Proactively identify at-risk accounts and implement retention strategies.
• Partner with Sales on renewal and expansion opportunities.
• Monitor key account health metrics and prepare executive-level reports for clients and internal stakeholders.