Customer Success Manager - SaaS Software

Job Description Note: This is not a Sales role. If you're in Sales or Business Development, please look at other more relevant opportunities. Note: This is also not a Customer Service role. All Customer Success Managers need to have extensive deep engagement experience with customers on an ongoing basis, i.e. building and growing relationships, not simply answering incoming customer questions. Note: Although most of our clients speak English, we are looking for a bilingual English-Spanish candidate for this role. Annex Cloud Overview: For more than 10 years, Annex Cloud has been the worldwide leader in technology and service solutions that transform customer loyalty experiences for organizations, extending valued customer engagements, ultimately making beloved brands. Powered by the comprehensive and scalable Loyalty Experience Platform™ solution suite, Annex Cloud customers capture and use zero- and first-party data to seamlessly deliver value-based individualized experiences across the entire customer journey—from awareness to purchase to retention, loyalty, and advocacy. Role Summary: Annex Cloud is looking for a Customer Success Manager to manage a set of accounts and improve customer satisfaction, application engagement, customer retention, and growth. You will be the primary contact for customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from Annex Cloud. You have a track record for Software as a Service (SaaS) account management and maintaining high customer renewal rates because of ongoing customer engagement and technical leadership. If you want to work with smart and fun people who want to make meaningful contributions, please read on to learn about the full list responsibilities and qualifications. Responsibilities: Autonomously managing communication with 20+ customers, with the aid of a team of technical managers, designers, developers, and QA personnel for support Proactively analyzing performance and educating the customers on best practices strategies to drive engagement and increase ROI of their program, resulting in increased retention Be the primary interface to manage and resolve critical situations Deep expertise of Annex Cloud products, current and future enhancements, and how they integrate with our customers, eCommerce, ESP and POS platforms. Provide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunities Identifying the opportunity for upsells within the platform, but we have someone internally who will lead all upsell efforts Accomplish other tasks as assigned Requirements 5+ years’ experience in customer-facing account management – in software or web development ideally in CX Experience maintaining valuable and outcome-based relationships with a diverse customer account base ; e-commerce and enterprise level is a bonus Passion for working with leading edge, web-based technologies, and a desire to understand Annex Cloud benefits, use cases, and technical elements Must be a self-motivated, quick learner, team player and be able to work in a fast-paced environment Problem solver. Embraces a challenge. Comfortable with ambiguity and rapid change. Possesses outstanding organizational and multi-tasking skills Thrives in a dynamic, fast paced start-up environment Exceptional team player who understands how to get things done, while respecting others Excellent telephone and email etiquette and ability to maintain a professional demeanor Ideal candidate will have experience working in Loyalty and/or marketing with e-commerce and understand SaaS a bonus This role is remote, but US based – preferably East Coast in order to be able to work with US and Europe. Benefits • An exciting, fast paced growth company where you can make an impact on day one • Competitive salary • Health, dental, vision and life insurance • Paid time off • 401k plan with company match