ProfitSolv is a SaaS business services provider for the legal and accounting industry. We are looking for :a Senior Customer Success and Onboarding Manager to join our growing team! :
As a Senior Customer Success and Onboarding Manager, you will manage the Customer Success and Onboarding teams by developing, executing, and delivering departmental objectives. You will be responsible for driving revenue renewals, churn reduction, upselling and cross-selling products including payments.
What we provide:
- Opportunity to Invest in Your Future:. We offer a 401K match.
- Paid Time Off:. Enjoy paid time off and paid holidays.
- Great Coverage:. Take advantage of health, dental, and vision HSA and FSA policies.
- A Great Team:. Collaborate with smart, curious, hardworking individuals.
- Performance Compensation:. Be rewarded for your hard work with performance-based merits.
- Remote Work:. Want to work from home? No problem!
As a Senior Customer Success and Onboarding Manager, you will:
- Plan, staff, organize, develop, and empower Customer Success and Onboarding teams in meeting departmental objectives.
- Work with upper management of their business unit to establish Customer Success and Onboarding team objectives and analytics, providing analysis and recommendations to increase revenue goals.
- Provide guidance, insight and recommendations to the leadership team focused on increased revenue retention, and partner with department leaders to improve functional team performance and effectiveness
- Produce operational reports and provide analysis and recommendations to increase revenue goals.
- Hire, coach, manage and lead an inclusive, engaged and high performing team.
- Communicate customer feedback across Support, Product and engineering to enhance the customer experience.
- Assign and delegate departmental projects, and work with team members and follow up where necessary.
- Identify needs for upselling, cross-selling and payments or other add on products for the customer base.
- Establish metrics and implement procedures to reduce churn reduction.
- Work with the upper management of their business unit to implement and manage software, tools, and resources that drive the effectiveness and efficiency of the customer success teams.
- Complete other duties as assigned.
This position follows established policies and procedures to keep confidential information secure.
A great fit for this position has:
- 3+ years’ experience leading post-sales operations teams in a fast-growing SaaS environment, with a prior record of building teams from the ground up.
- Excellent analytical skills with experience overseeing and managing business metrics, productivity and outcomes
- Prior ability to cultivate positive, long lasting, working relationships with customers and coworkers.
- Strong experience with planning, managing, and delivering on multiple concurrent cross-team projects, using complex work streams while meeting challenging timelines.
- Strong communication skills and a high level of professionalism.
- Demonstrated understanding of customer service tools and processes.
- Experience working with customer success platforms required.
- Experience working with databases or CRMs preferred.
Additional Desirable Qualifications:
- Strong time management skills
- Strong initiative and sound decision-making ability
- Collaborative, curious and persistent
- Able to sit prolonged periods at a desk and working on a computer
- Must be able to lift up to 15 pounds at times
- Ability to travel as needed
Our commitment to you:
At ProfitSolv, we are committed to being a diverse and inclusive workplace as an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. We embrace a diverse group of backgrounds and experiences to connect with clients, solve problems and innovate.
Work location:
Remote – U.S. only (if remote)