Heymarket · 1 hour ago
Customer Success Manager
United States
Full-time
Remote
Mid Level
3+ years expHeymarket helps businesses unify their communications through text messaging, email, and other popular channels. They are seeking an experienced Customer Success Manager to manage relationships with large accounts and drive value through account management and technical product advocacy.
Telecom & CommunicationsEnterprise SoftwareSocial MediaHuman ResourcesAppsCRMField SupportMessagingSMS
Hiring Manager
Prajakta Kulkarni
Responsibilities
Manage a portfolio of large, strategic accounts to drive contract renewals and expansion
Conduct regular business reviews and health check meetings to assess customer satisfaction and identify growth opportunities
Proactively identify at-risk accounts and implement retention strategies
Drive product adoption and usage by educating customers on overall product capabilities and new features that are released
Identify expansion opportunities and work with Account Executive to close
Monitor customer usage analytics to identify opportunities for deeper engagement
Lead onboarding sessions, training calls, and strategic planning discussions
Develop trusted advisor relationships with key stakeholders at customer organizations
Collect and advocate for customer driven feature requests with Product Management and Engineering
Triage and communicate technical issues internally
Gather customer feedback and translate business needs into actionable feature requests and product enhancement recommendations
Work closely with Product/Engineering to communicate product roadmap updates and timeline expectations to customers
Collaborate with Product Management to influence product direction based on customer insights
Partner with Sales team on account expansion and renewal opportunities
Work with Support team to ensure timely resolution of issues
Qualification
Required
3+ years of experience in Customer Success, Account Management, or similar customer-facing role in B2B SaaS
Has worked with a B2B SaaS solution that integrates with other SaaS products
Proven track record of managing mid-market and enterprise-level customer relationships
Experience working with technical products and collaborating with Engineering teams
History of driving customer retention and expansion
Experience documenting and communicating technical issues and requirements
Excellent written and verbal communication skills
Comfortable working predominantly over Zoom, email, and Slack when communicating with customers and internally
Strong project management and organizational abilities
Problem-solving skills and ability to think strategically
Customer-centric approach with empathy and patience
Proficient in using AI tools to increase productivity
Preferred
Experience with a SaaS tool that supports Salesforce and/or HubSpot integrations
Background in technical support or solutions engineering
Previous experience working in a SaaS or technology company
Knowledge of business text messaging space
Company
Heymarket
The professional way to text message and manage customer relationships from anywhere.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$11MKey Investors
Harrison Metal
2021-12-23Series A· $4M
2020-06-18Series A· $4M
2016-06-17Seed· $3M
Company data provided by crunchbase