Manage client onboarding, training, and long-term relationships to drive product adoption, reduce churn, and grow revenue. Monitor usage metrics, provide proactive support, collect feedback for product improvements, handle renewals and upsells, and collaborate with sales, marketing, and product teams to ensure client success.
Customer Success Manager
Location: Remote
About Smartlead.ai: Smartlead.ai is a leading cold emailing platform designed to transform outreach efforts into reliable revenue streams. Trusted by over 31,000 businesses, our platform excels in email deliverability, lead generation, automation, and sales outreach. We offer a unified master inbox to streamline communication and built-in email verification to reduce bounce rates. Our mission is to empower businesses to achieve superior results through AI-driven solutions.
SmartLead
Role Overview: As a Customer Success Manager at Smartlead.ai, you will be pivotal in ensuring our clients achieve their desired outcomes using our platform. You will build and maintain strong relationships, provide strategic guidance, and serve as the primary point of contact for our clients. Your goal is to enhance customer satisfaction, drive product adoption, and minimize churn.
Key Responsibilities:
- Client Onboarding and Training: Guide new customers through the onboarding process, ensuring a smooth transition and comprehensive understanding of Smartlead.ai's features and benefits.
- Relationship Management: Develop and maintain strong, long-term relationships with clients, acting as a trusted advisor and primary point of contact.
- Proactive Support: Monitor client usage and engagement metrics to identify opportunities for optimization and growth. Address potential issues before they escalate.
- Feedback Loop: Collect and analyze customer feedback to inform product development and enhancements. Advocate for customer needs within internal teams.
- Renewals and Upselling: Manage contract renewals and identify opportunities for upselling or cross-selling additional services that align with client goals.
- Collaboration: Work closely with sales, marketing, and product teams to ensure a cohesive and customer-centric approach.
Qualifications:
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- 4+ years of experience in customer success, account management, or a related role, preferably within the SaaS industry.
- Proven experience in managing mid-to-large sized accounts - driving renewals, upsells, and expansion revenue.
- Strong focus on churn reduction & customer retention – identifying at-risk accounts and implementing strategies to improve retention.
- Experience in working with revenue-driven KPIs – increasing NRR (Net Revenue Retention) and driving customer growth.
- Understanding of API & Webhooks – ability to guide customers on integrations and troubleshoot basic technical issues.
- Strong understanding of email marketing and lead generation strategies.
- Excellent communication and interpersonal skills.
- Proven ability to manage multiple clients and projects simultaneously.
- Proficiency in CRM software and customer success tools.
- Analytical mindset with the ability to interpret customer data and metrics.
- Flexible with rotational shifts – including occasional weekend availability based on business needs
Why Join Smartlead.ai?
- Be part of a dynamic and innovative team at the forefront of AI-driven marketing solutions.
- Opportunities for professional growth and development.
- Collaborative and inclusive company culture.
- Competitive salary and benefits package.
If you're passionate about customer success and eager to make a significant impact in a rapidly growing company, we'd love to hear from you.
Smartlead.ai is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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