Job Summary

Progressive Technology is seeking a highly motivated and experienced Remote Customer Success Manager to join our growing team. In this role, you will be responsible for ensuring the success and satisfaction of our clients, driving customer engagement, and providing proactive solutions in the SaaS/software space. You will work remotely with customers to help them optimize their use of our software, ensuring they get the most value and achieve their business goals. As a key player in the success of our product, you will collaborate with cross-functional teams to enhance customer retention and foster long-term relationships.

Key Responsibilities

• Act as the primary point of contact for a portfolio of customers, ensuring their ongoing success with our software solutions.
• Build and maintain strong relationships with key customer stakeholders, driving satisfaction and loyalty.
• Onboard new customers, providing product training, and assisting with the initial implementation.
• Monitor customer usage, identify opportunities for improvement, and provide proactive solutions to enhance their experience.
• Collaborate with the sales, product, and support teams to ensure customer needs are addressed and expectations are exceeded.
• Conduct regular check-ins, customer reviews, and account health assessments to ensure product adoption and engagement.
• Collect customer feedback and insights to contribute to the continuous improvement of the product and services.
• Resolve any customer issues or escalations in a timely and effective manner, ensuring minimal disruption to their operations.
• Work closely with the sales team to identify upsell opportunities and support renewals.

Required Skills and Qualifications

• Bachelors degree in Business, Marketing, Computer Science, or a related field.
• Proven experience (3+ years) in a customer success, account management, or similar role within the SaaS or software industry.
• Strong understanding of SaaS platforms and the software customer lifecycle.
• Excellent communication and presentation skills, with the ability to convey complex concepts clearly.
• Ability to build and maintain strong relationships with clients and internal teams.
• Highly organized with the ability to manage multiple customer accounts simultaneously.
• Experience with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms.
• Strong problem-solving skills and a proactive, solutions-oriented mindset.

Experience

• At least 3-5 years of experience in a customer-facing role, ideally in SaaS or software industries.
• Proven track record in driving customer satisfaction, product adoption, and retention.
• Experience with managing remote teams or working in a fully remote environment is a plus.

Working Hours

• This is a full-time remote position with flexible working hours.
• Occasional availability during evenings or weekends may be required based on customer needs in different time zones.

Knowledge, Skills, and Abilities

• In-depth understanding of the SaaS product lifecycle and customer success methodologies.
• Strong ability to analyze customer data and usage patterns to provide tailored solutions.
• Exceptional interpersonal and communication skills, both written and verbal.
• Ability to handle customer inquiries and resolve issues with patience and professionalism.
• Knowledge of software implementation processes and best practices.
• Self-motivated and able to work independently in a remote work environment.

Benefits

• Competitive salary with performance-based incentives.
• Comprehensive health and dental insurance packages.
• Flexible work schedule and remote-first culture.
• Generous paid time off (PTO) and holidays.
• Professional development opportunities, including access to training and certifications.
• Collaborative, supportive team environment.
• Access to cutting-edge technology tools and resources.

Why Join Progressive Technology?

At Progressive Technology, we are committed to fostering a diverse and inclusive workplace where employees feel valued and empowered. By joining our team, you will have the opportunity to work with innovative technologies in the dynamic SaaS/software industry, helping customers thrive and grow. We believe in work-life balance, continuous learning, and career advancement. Join us and make a meaningful impact on our customers and the broader tech industry.

How to Apply

If you are passionate about customer success and have a proven track record in the SaaS/software space, we would love to hear from you. To apply, please submit your resume along with a cover letter outlining your relevant experience and why you are excited to join Progressive Technology. We look forward to reviewing your application!