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Customer Success Manager

2 weeks ago

Remote, Singapore Outliant & AirCrew Full time

The successful hire will work exclusively with our AirCrew client, _Ingenious Build_.

**Who is Ingenious Build?**
- Stock options
- Certification Programs
- Competitive salary
- Hardware
- Unlimited PTO

We are looking to hire a skilled Customer Success Manager to join Ingenious Build’s remote team. If you have strong skills to engage, retain, and enable customers to maximize the full value of Ingenious.Build's platform, we would like to meet you.

**Requirements**:

- Experience working in the software industry
- Good communication skills at an executive level
- SaaS experience
- Experience with Customer Success, Onboarding, and Training
- Experience supporting customers in a SaaS environment
- Good leadership skills and must be goal-oriented
- Ability to multitask, prioritize, and manage time effectively
- Attention to detail and has a good sense of judgment

**Responsibilities**
- Effectively renew all assigned accounts with favorable terms and conditions.
- Work with customers to identify goals and key performance indicators to define program objectives.
- Build relationships at all levels of customers, from operational owners to executive sponsors.
- Developer long-term success plans, prioritize requests and manage expectations to maintain a high degree of confidence and trust with customers.
- Proactively monitor platform usage and reach out to key stakeholders as needed.
- Proactively identify at-risk customers and work with internal teams to define and execute mitigation strategies that secure retention.
- Provide timely status updates and communication to customers on outstanding issues, requests, and escalations.
- Leverage AECO domain and product knowledge to motivate customer adoption and expose opportunities to expand Ingenious's footprint.
- Understand how to leverage Ingenious resources to educate customers and provide relevant adoption, best practices, and technical recommendations on solutions and enhancements that support customer needs.
- Conduct regular business reviews by gathering and presenting the status of customer goals, metrics that support the value realization, and product roadmap to evaluate needs and provide strategic recommendations.
- Create advocates by ensuring that customers achieve desired outcomes while maintaining strong relationships.
- Ensure internal alignment on account growth strategy by partnering with the Sales and Product teams, and others, to execute plans that drive expansion.
- Provides internal insights and advocates for product enhancements that will deliver the highest ROI for Ingenious and our customers.