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Client Success Strategist
2 months ago
Client Success Strategist (Remote/Hybrid) - Consultancy-Driven SaaS
We are a rapidly expanding B2B organization, recently backed by a Private Equity group, specializing in consultancy-driven SaaS solutions. We are on the lookout for a highly driven and results-focused Client Success Strategist (CSS) to foster long-term growth.
In this remote/hybrid position, you will collaborate with our operational teams, spearheading initiatives to enhance retention, boost customer loyalty, and uphold exceptional levels of customer satisfaction. You will play a pivotal role in our mission to deliver world-class service to our clientele.
Key Responsibilities:
- Address quality concerns and establish systems to prevent recurrence as part of a continuous improvement approach.
- Support new clients during the onboarding process, ensuring a seamless transition and successful deployment of our SaaS solutions.
- Serve as a trusted advisor, proactively recognizing client needs, challenges, and growth opportunities.
- Design and implement training programs, empowering clients to maximize their use of our platform.
- Continuously assess client health, identify potential churn risks, and execute proactive retention strategies.
- Work in tandem with the consultancy team to guarantee smooth integration of our services and enhance client value.
- Collect client feedback and analyze usage data to pinpoint areas for product enhancement and upselling opportunities.
- Monitor and report on essential client success metrics, including retention rates and customer lifetime value (CLTV).
Qualifications:
- At least 3 years of experience in a Client Success role within a B2B SaaS environment.
- Demonstrated success in surpassing client retention and satisfaction objectives.
- Strong grasp of the client lifecycle.
- Exceptional communication, interpersonal, and presentation skills, with an emphasis on effective virtual communication.
- Experience with SaaS onboarding and virtual training techniques.
- Robust analytical and problem-solving capabilities.
Benefits:
- Competitive salary and comprehensive benefits package.
- Opportunity to thrive in a fast-paced and dynamic environment with flexible work arrangements.
- Be part of a team committed to client success and innovation.
- Make a significant impact on the growth trajectory of our organization.
About Us:
IMSM is a leading provider of ISO consultancy services. We deliver high-quality ISO consultancy and certification services to organizations of all sizes across various sectors globally. By implementing internationally recognized standards, we assist businesses in ensuring the quality, safety, and efficiency of their products, services, and systems. Our organization is united by a common goal: consistently delivering world-class consultation to our clients.
