[Remote] Senior Customer Success Manager - ILM

Note: The job is a remote job and is open to candidates in USA. Irth is a dynamic and growing company well respected in its industry, seeking a Senior Customer Success Manager to enhance customer engagement and retention. The role involves driving product adoption, managing customer relationships, and ensuring successful onboarding and ongoing support for clients.ResponsibilitiesBecome a product expert, including the technical workings and practical business applicationManage new customers after the implementation process in order to ensure successful onboarding and adoption of our platformDevelop strategic success plans for your customers segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teamsPerform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of servicesKeep customers informed of process and procedural changesManage the resolution of escalated customer issuesMaintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancementsTravel expectations – 10%SkillsDemonstrated success managing customer relationships in a B2B SaaS companyDemonstrated capability to identify and mitigate risk3+ years of customer-facing account management type position or equivalent with a track record of service excellence and best practices or SaaS Support experienceExperience working across multiple internal teams to resolve customer issues quickly and effectivelyExcellent communication skills (writing, listening, phone)A team player capable of high performance and flexibility working in a dynamic environmentBenefitsCompetitive salaryHealth plan options include medical, dental, & vision401k + company matchFlexible PTO policy plus company-paid holidaysBenefits include life insurance, pet insurance, discounts and perks programsGenerous one-time “work from home” stipend to get you startedTeam events, including monthly lunches for everyone, volunteer outings, and quarterly gatheringsHybrid employees have access to snacks, beverages, and coffee at our Columbus, Ohio, officeCompany OverviewCompanies in the energy, gas utility, electric utility, municipality, contract locator, telecom and media industries have trusted Irth to enhance the resilience of their critical network infrastructure with our market-leading SaaS cloud-based technology for managing 811 tickets, land rights, and risk. It was founded in 1985, and is headquartered in Columbus, Ohio, USA, with a workforce of 51-200 employees. Its website is http://www.irthsolutions.com/.