Job Description

Job Description

Job Title: Customer Success Manager (SaaS)

Department: Customer Success

Location: Rogers, AR

Position Overview:

We are seeking an experienced and proactive Customer Success Manager to join our growing SaaS organization. This role bridges customer success, project communication, and account management—ensuring every customer receives exceptional value, clear communication, and a trusted partnership that drives business outcomes.

Responsibilities:

• Customer Relationship Management:

Serve as the primary point of contact for assigned accounts, building trusted relationships and ensuring alignment between customer goals and our product capabilities.

• Customer Communication:

Lead proactive communication with customers regarding project updates, deliverables, timelines, and any issues that may arise—ensuring customers always feel informed and supported.

• Issue Management & Escalation:

Anticipate and address customer concerns early, coordinating across internal teams to resolve challenges swiftly and transparently.

• Account Strategy & Growth:

Develop a deep understanding of each customer’s business objectives, KPIs, and success criteria. Identify opportunities for product adoption, expansion, and value realization.

• Task & Priority Management:

Translate customer needs into clear internal priorities, working with project and support teams to ensure timely and accurate execution.

• Customer Health Monitoring:

Track account health metrics (usage, engagement, satisfaction) and take action to improve outcomes and retention.

• Formal Business Reviews:

Lead structured business reviews—including Quarterly Business Reviews (QBRs) and executive sponsor updates—to communicate progress, demonstrate value, and align future priorities.

• Renewals & Retention:

Support renewal processes by demonstrating ROI, reinforcing customer value, and ensuring long-term satisfaction.

Qualifications:

• 3–5 years of experience in account management, customer success, or relationship management, preferably in a SaaS or technology-driven environment.
• 3–5 years of experience in CPG in sales, category, insights, or related retail team customer-facing role is a MUST-HAVE requirement.
• Strong communication, organizational, and problem-solving skills.
• Proven ability to manage multiple priorities and stakeholders with professionalism and clarity.
• A customer-first mindset with a passion for delivering exceptional experiences.
• Ability to understand technical concepts and translate them into business value for customers.
• Must be able to work on-site at our Rogers, AR office on a regular basis.

Preferred Skills

• Experience working with cross-functional teams (Engineering, BI Development, Sales, Support, Implementation).
• Background in managing enterprise or mid-market accounts.
• Confidence leading customer meetings, QBRs, and executive-level discussions.
• Strong analytical and reporting skills to track account performance and customer outcomes.
• Experience in a similar role with a 3rd party brokerage/agency.

Success in This Role Looks Like

• Customers feel informed, valued, and confident in their partnership.
• Issues are identified early and managed proactively.
• Internal teams are aligned around clear priorities and customer objectives.
• Accounts show consistent growth in adoption, satisfaction, and renewal.

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