$Job Category: CSM - SaaS Implementation

Level: Senior

Market: Enterprise

Focus: Leading high-medium and Enterprise relationships, with emphasis on onboarding & implementation of complex SaaS products with CRMs and other platforms.

Scope: Deep, highly customized SaaS solution with a 3mo to 6mo (or longer) turnaround.

Location: Remote

Travel: 5%

Employment Type: W2, Full Time, Full Benefits, Retirement & Stock Options.

Salary Range:  $100K-$130K , flexible, negotiable, based on experience and qualifications.

About the Company

We are a leading provider of sales engagement and revenue optimization solutions, empowering businesses to streamline their sales processes and drive growth. We prioritize a customer-first approach and are known for our professional Customer Success team. We are currently seeking a Customer Success Implementation Manager to join our USA team, ensuring that our product's full functionality and offerings are leveraged, maximizing the value of each customer’s subscription.

About the Role
As a Customer Success Implementation Manager, you will serve as the trusted point of contact for our customers, guiding them step by step during onboarding and throughout the customer journey. Your primary goal will be to build strong relationships with SMB customers, ensuring satisfaction, retention, and identifying expansion opportunities.

Key Responsibilities:

• Manage a portfolio of High Mid & Enterprise clients at various stages in their journey.
• Lead customer meetings, training sessions, QBRs, and follow-ups on a daily basis.
• Understand customers' business objectives and proactively identify ways to drive value and ROI.
• Act as a trusted advisor, providing guidance and best practices to optimize product usage and adoption.
• Collaborate with cross-functional teams, including Sales, Product, and Support, to advocate for customer needs and ensure a seamless customer experience.
• Conduct regular business reviews with customers, addressing any issues to ensure satisfaction and retention.
• Identify upsell and expansion opportunities within existing accounts, working closely with the Sales team.

Requirements:

• Minimum of 5+ years of customer facing experience
• 2+ years of deep scope SaaS implementation.
• Excellent customer-facing with strong verbal and written communication skills.
• Comfortable leading workshops and technical training sessions.
• Proven hands-on experience with leading onboarding and implementation processes.
• Some technical familiarity with CRM systems (e.g., Salesforce, Dynamics, HubSpot)
• Strong understanding of sales and business processes.
• Ability to act as a trusted advisor to C-suite and senior-level stakeholders.
• A "can-do" approach with strong problem-solving skills and the ability to work under pressure.
• Backend CRM components and concepts such as Fields, Data Types, Flows and Process Automation is a plus.
• Experience with SaaS sales tools is a plus.
• Thrive in a dynamic, fast-paced environment.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)