[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. OnBoard is a leading board management software provider that helps organizations function at a higher level. The Customer Success Manager will manage a portfolio of customers, ensuring their satisfaction and success with OnBoard's products, while identifying growth opportunities and driving product adoption.ResponsibilitiesCustomer Relationship Management: Serve as the primary point of contact for a portfolio of customers, building strong, long-term relationships and understanding their business goals and challengesCustomer Satisfaction & Success: Ensure customers achieve their desired outcomes by providing proactive support, guidance, and best practices for using our products and servicesIssue Resolution: Address customer concerns and resolve issues promptly, coordinating with internal teams as needed to deliver effective solutionsPlatform Adoption & Engagement: Drive adoption and active engagement with the Govenda platform by conducting onboarding, training sessions, and regular check-ins to maximize value and usageGrowth & Expansion: Identify and pursue opportunities for account growth, including upselling additional products and services. Develop and execute tailored expansion strategies for each customerBusiness Reviews & Strategic Planning: Conduct regular business reviews with customers to discuss progress, gather feedback, and introduce new features or services that align with their evolving needsMigration Management: Lead and support customers through the migration process to a new platform, including planning, timeline management, resource coordination, and ensuring a smooth transitionChange Communication: Proactively communicate upcoming changes, migration updates, and new platform features to customers, ensuring transparency and preparednessCustomer Advocacy: Act as the voice of the customer within the organization, providing feedback to product and leadership teams to influence the roadmap and service improvementsReporting & Insights: Monitor customer health, usage metrics, and satisfaction scores. Provide regular reports and actionable insights to internal stakeholders and leadershipCollaboration: Work closely with sales, product, and support teams to ensure a seamless customer experience and alignment on customer goals and growth initiativesRenewals Management: Work with customers to minimize product churn and maximize account renewals, supporting the contract renewal processSkillsBachelor's degree in business, or a related field, preferred5-7 years of experience in a customer-facing role at a B2B SaaS company; managing growing revenue for your book of accounts5-7 years experience with cross-functional collaboration including Sales, Customer Experience, Product/Development, and other internal teams3+ years experience in managing a book of clients of at least 250Exposure to C-Level executives and Legal Teams strongly preferredPassion for understanding and helping customers solve real-world business challenges by leveraging technology solutionsExcellent problem-solving and analytical skills, with the ability to identify and address issues in a timely mannerAbility to manage customer conversations at all levels, including direct or indirect negotiationsAbility to work independently and manage multiple customer accounts simultaneouslyExperience using Microsoft Office, Salesforce, ChurnZero, or similar systemsExcellent verbal, written, presentation and project management skillsDemonstrated knowledge and hands-on experience with artificial intelligence tools and concepts (such as machine learning, NLP, or automation)BenefitsFully remote work with company provided equipment (laptop, software, etc.)Employment with a growing, casual, fun, philanthropic minded companyComprehensive, high-quality medical/prescription drug plan options, as well as dental and vision plan offerings.An employer contribution to your Health Savings Account (HSA) if you participate in a High Deductible Healthcare Plan.Medical Flexible Spending Accounts available.Dependent Care Flexible Spending Accounts available.Basic life insurance in the amount of $50,000 or 1 X’s your salary (whichever is higher).Short and long-term disability and Accidental Death and Dismemberment benefits at no cost to you.401K Retirement Savings Plan with automatic enrollment at the first of the month following 60 days of employment at 5% to help you secure your financial freedom. We offer a generous company match that starts on the first of the month following 60 days of employment. The company match is dollar for dollar on the first 3% of your pay that you contribute and $0.50 on the dollar on the next 2%, for a total match of 4%.Paid Time Off (PTO)/HolidayEmployer paid Life and Accidental Death InsuranceContribution to Health Care Spending AccountDependent Life InsuranceOptional Life InsuranceLTD InsuranceDrug and Paramedical CoverageDental InsuranceVision InsuranceEAPSuperannuation rate of 12%Monthly stipend of $400 AUD to purchase private medical insurancePension - AegonPassageways/OnBoard contributes 8% of the employee's basic salaryEmployees can contribute up to 100% of salary subject to max limitsEnrolled from Day 1 of employmentPrivate Medical InsuranceLife AssuranceIncome ProtectionCritical IllnessEmployee Assistance ProgrammeSerious Illness BenefitHelp@HandCashplanCompany OverviewOnBoard is a secure board management platform that helps organizations prepare, conduct, and analyze board meetings. It was founded in 2003, and is headquartered in Indianapolis, Indiana, USA, with a workforce of 201-500 employees. Its website is https://www.onboardmeetings.com.