Senior Customer Success Manager

Job Description

We are excited to help a fast-growing SaaS company scale by finding their next Senior Customer Success Manager! This innovative platform consolidates tasks and calendars, offering individuals and businesses a seamless productivity experience. Now, we’re looking for an experienced professional to help customers maximize the value of this tool, focusing on North and South America or Europe for remote hiring.

About the Role

As a Senior Customer Success Manager, you’ll play a key role in supporting customers and ensuring their satisfaction. With new AI-driven features launching soon, this is an exciting time to join the team and make a significant impact on both the product and user experience.

Key Responsibilities:

• Lead the Support Team: Manage daily operations and oversee 2-3 Customer Support Specialists.
• Build Relationships: Cultivate meaningful connections with customers to ensure they fully benefit from the product.
• Host Webinars: Educate users through engaging webinars, guiding them on best practices and new features.
• Manage the Community: Foster a collaborative and supportive community of users.
• Resolve Inquiries: Handle customer inquiries and provide prompt, effective solutions through channels like Slack and Intercom.
• Monitor Metrics: Track customer health indicators and address issues before they escalate.
• Gather Insights: Share customer feedback with the product team to continually improve the platform.
• Strategy Development: Create initiatives that boost customer satisfaction and retention.

Requirements

What We’re Looking For:

• At least 3 years of experience in Customer Success or Support, ideally within SaaS companies.
• Excellent English communication skills (C2 level or native proficiency), as most clients are based in North America.
• Strong analytical and multitasking abilities.
• Ability to work autonomously and take initiative in a fast-paced, remote environment.

Bonus Points If You:

• Live in North or South America, or Europe.
• Have experience with CRM tools like Intercom or Zendesk.
• Have managed customer support specialists.
• Have experience in B2C SaaS companies serving a large user base.

Benefits

• Stock Options potential.
• Remote Work Environment: Join a collaborative and supportive team.
• Impact: Be part of a high-growth company revolutionizing how people work.

At Substance, we’re all about action, not just talk. If your profile aligns with what we need, you’ll hear from us within 1-2 weeks. If not, no fluff—just know we value your interest and will keep you in mind for future roles where your skills can make an impact. We focus on real connections and meaningful matches, so when the right opportunity comes, we’ll be ready to make it happen.

Getsubstance.co Pte. Ltd. | EA License No: 24C2398