Job Summary

Scalesforth is seeking a highly motivated and customer-centric Virtual Customer Success Manager to join our team. In this role, you will act as the primary point of contact for our clients, ensuring their satisfaction, retention, and overall success with our products and services. This remote position is perfect for professionals who thrive on building relationships, solving problems, and delivering exceptional customer experiences.

Key Responsibilities

• Act as the primary point of contact for assigned clients, building strong and trusted relationships.
• Proactively monitor customer usage and success metrics to identify areas of improvement.
• Develop and execute customized success plans for each client to ensure they achieve their business goals.
• Provide training, onboarding, and support to clients to maximize the value of Scalesforths solutions.
• Collaborate with internal teams, including Sales, Product, and Support, to resolve customer issues and provide feedback for product improvement.
• Identify upsell and cross-sell opportunities and work with the sales team to capitalize on them.
• Conduct regular check-ins and business reviews with clients to assess satisfaction and recommend best practices.
• Maintain detailed records of client interactions, challenges, and progress in CRM tools.

Required Skills and Qualifications

• Bachelors degree in Business Administration, Marketing, or a related field (or equivalent experience).
• 3+ years of experience in customer success, account management, or a similar client-facing role.
• Exceptional communication and interpersonal skills, with the ability to build rapport and trust quickly.
• Strong problem-solving skills and the ability to think strategically to address client needs.
• Proficiency in using CRM tools (e.g., Salesforce, HubSpot) and other customer management software.
• A customer-first mindset with a passion for delivering value and driving results.
• Ability to work independently and manage multiple priorities in a remote work environment.

Experience

• Proven track record of managing and growing client relationships in a B2B environment.
• Experience working in SaaS, technology, or other fast-paced industries is preferred.
• Familiarity with customer success metrics such as Net Promoter Score (NPS) and Customer Lifetime Value (CLV).

Working Hours

• Flexible working hours with core availability required between 9:00 AM to 5:00 PM (your local time).
• Occasional meetings with global clients may require adaptability for different time zones.

Knowledge, Skills, and Abilities

• In-depth knowledge of customer success strategies and client lifecycle management.
• Ability to interpret data and translate insights into actionable strategies for clients.
• Excellent organizational skills with a high level of attention to detail.
• Tech-savviness and quick adaptability to new tools and platforms.
• Strong presentation skills to effectively communicate value propositions to clients.

Benefits

• Competitive salary with performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off (PTO) and remote work flexibility.
• Professional development opportunities, including certifications and training.
• Access to wellness programs and employee assistance resources.
• Supportive and inclusive company culture focused on growth and innovation.

Why Join Scalesforth?

At Scalesforth, we are dedicated to empowering businesses through cutting-edge solutions and unparalleled customer service. As a Virtual Customer Success Manager, you will play a pivotal role in driving our clients success while growing your career in a supportive and innovative environment. We value our team members and prioritize work-life balance, making Scalesforth a great place to build your future.

How to Apply

Interested candidates are encouraged to apply by submitting their updated resume and a cover letter detailing their experience and why they are a great fit for the role. Please email your application to us with the subject line: Virtual Customer Success Manager. Applications will be reviewed on a rolling basis, so apply early!