SIVAD Consulting
SIVAD Consulting
SIVAD Consulting este o firmă de consultanță și recrutare deținută de o femeie, cu sediul în Maryland, care sprijină organizații corporative, guvernamentale și nonprofit prin soluții personalizate de atragere a talentelor și de gestionare a forței de muncă. Serviciile sale includ managementul recrutării, suplimentarea personalului, gestionarea resurselor, identificarea specialiștilor, managementul programelor și proiectelor, precum și analiza și reingineria proceselor de afaceri. Compania activează în domeniile consultanței, logisticii și asistenței medicale, punând accent pe furnizarea promptă a serviciilor, pe parteneriate solide cu clienții și pe o experiență pozitivă pentru candidați pe întreg parcursul procesului de recrutare.

Remote Customer Success Manager — United States

Customer Success Manager responsible for onboarding and retaining customers using a bookkeeping and accounting SaaS product. The role focuses on product adoption, renewals, support, customer education, and expansion revenue.

Descriere

  • Lead onboarding calls and train new customers on the product
  • Complete technical implementation tasks and help customers realize value quickly
  • Run working sessions, check-ins, team training, and quarterly business reviews
  • Encourage adoption of core features and advanced or upsell products
  • Partner with Account Executives to identify renewal risks
  • Maintain strong first-renewal and overall customer retention rates
  • Engage existing accounts proactively to help customers achieve their goals
  • Respond promptly to inbound customer support requests
  • Develop educational materials such as feature videos and user guides
  • Generate expansion revenue and grow MRR across existing accounts
  • Document best practices and create engagement templates for key milestones and user personas
  • Improve internal processes to reduce friction and strengthen customer success

Cerințe

  • Professional experience in Customer Success or another customer- or client-facing role
  • Ability to navigate complex software products and teach customers how to use their features
  • Strong attention to detail, sound judgment, and a customer-focused approach
  • Two to three years of experience in a customer-facing role at an early-stage SaaS startup
  • Bookkeeping or accounting industry experience
  • Positive, engaging, and upbeat personality
  • Passion, drive, and motivation to achieve results
  • Interest in startup environments and taking on additional responsibilities
  • Experience onboarding customers to a software platform and driving product adoption is preferred
  • Track record of strong renewal or retention results; upsell or revenue-generation experience is a plus
  • Familiarity with modern SaaS tools such as Slack, Notion, or Salesforce
  • Comfort working in a fast-paced environment

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