Customer Success Manager

Main Job Responsibilities (including but not limited to)

• Assess/evaluate client needs through weekly calls and daily email correspondence
• Ensure client satisfaction through follow-up, responsiveness, and thorough communication
• Responsible for managing client expectations across all aspects of the relationship and overall client life cycle
• Ability to manage and distinguish between production support items and development/enhancement requests, and work with appropriate teams internally to address
• Ability to manage multiple clients and projects/tasks simultaneously
• Ability to command a group of individuals in a room quickly and be assertive in a public environment
• Strong internal communication skills including ability to work with all levels of the organization (Executive team, IT, Sales, Marketing, Operations and Finance)
• Ability to work in an entrepreneurial environment in a team and individuallyResponsible for maintaining product knowledge, implementing new client sites and understanding/explaining technical solutions

Basic Qualifications:

• Bachelor’s degree in business/ technology preferred, or equivalent experience. 
• 3+ years of relevant work experience in a customer-facing role in Customer Success, Account Management, or strategic consulting role managing mid-tier and/or enterprise level accounts. 

Recommended Skills and Experience:

• Strong communication and presentation skills with proven leadership in customer engagement scenarios. 
• Capable of understanding business requirements and guiding customers toward best practices and actionable steps. 
• Experience working at a SaaS company  
• Demonstrated success in planning and delivering engagements, problem-solving, and collaborating across teams. 
• Background in hospitality, food and beverage, or gaming operations is preferred. 
• Excellent time management, organizational, and troubleshooting skills. 
• Self-starter with strong interpersonal and presentation skills. 
• Familiarity with relevant software and computer applications. 
• Flexibility for up to 15% travel.