Senior Customer Success Manager - SaaS - Remote, East-Coast, USA

  • CS
  • Remote job

Senior Customer Success Manager - SaaS - Remote, East-Coast, USA

Job description

Happeo is looking for an experienced Customer Success Manager in the US (remotely), who is interested to build long-term relationships with businesses, and help our customers use software to achieve their strategic business communications.

At Happeo Customer Success Managers are the trusted Business Communications advisors for each of our customers. They have an intimate understanding of how their businesses work and what the businesses need to grow and thrive.


As a CSM, you will be responsible for managing 50 - 100 customer relationships. Some of your customers will be new while others may have been using Happeo for several years. You will work with your customers on a regular basis to understand their desired outcomes and success gaps, and align them with the necessary resources to achieve them. You will also handle up-sell and renewals yourself.


In working with your customers, you will find that no two of them are the same. In the morning, you could be working with the Head of Internal Comms at a software unicorn currently going through a merger. In the afternoon, you could be talking to the Head of Employee Engagement of a global Fortune 500 company about how to communicate a new strategic initiative to all employees across the globe.


Your day-to-day is a mix of proactive and reactive work. The proactive work includes 4-5 scheduled deep-dive meetings per day with customers, where you review their progress, make strategic and tactical recommendations, and keep them up to date on the latest and greatest features from Happeo. The reactive work runs the gamut from questions about invoices to “how to” questions about the software.


Job requirements

  • Extensive experience in a client-facing/account management/consulting role
  • Strong change management experience in enterprise companies
  • Business savvy with consultative, problem solving, and issue resolution skills
  • Motivated self-starter who is hungry to learn and can provide strong examples of how they have achieved results while balancing demanding expectations
  • Super organized, quick learner who works well under pressure
  • Strong negotiation skills, comfortable navigating financial conversations, and dealing with cancellations
  • It’s easy for you to build and maintain relationships, manage expectations, and identify issues that require escalation
  • Knowledge of Internal Communications or the aptitude to learn it quickly and independently are required
  • Confidence in holding an upsell and net-retention target