Customer Success Manager (SaaS)

Work Type

• On-site

Industry

• Not Specified

POSITION SUMMARY:

We’re looking for a highly motivated and customer-obsessed B2B & SaaS Account Manager with proven experience working in the US industry. Understanding the dynamics, expectations, and communication standards of US-based clients is essential for this role.

You will be responsible for leading customer onboarding, conducting product demonstrations, and managing day-to-day client relationships. This role is at the heart of our customer success journey — acting as the bridge between our product and the users to ensure smooth onboarding, consistent support, and proactive engagement with our clients.

Key Responsibilities:

• Customer Onboarding & Demos
• Lead onboarding sessions and guide new customers through the platform setup.
• Deliver product demos tailored to client-specific use cases.
• Ensure successful handoff from the sales team to customer success.
• Customer Relationship Management
• Act as the primary point of contact for B2B clients.
• Maintain strong client relationships through regular check-ins, feedback loops, and proactive outreach.
• Understand client workflows and recommend platform features to maximize value.
• Support & Issue Resolution
• Monitor and respond to support tickets and client emails in a timely and professional manner.
• Collaborate with the product and technical teams to resolve bugs and issues.
• Track and escalate critical client issues to ensure quick resolution.
• Retention & Expansion
• Work closely with customers to ensure renewals and identify upsell opportunities.
• Gather feedback to contribute to product roadmap decisions.

Required Qualifications:

• 5+ years of experience in a B2B SaaS account management, customer success, or sales support role, in the US/Canada Industry
• Strong communication and interpersonal skills.
• Excellent problem-solving mindset and ability to multitask.
• Familiarity with CRM systems, ticketing platforms, and remote communication tools.
• Comfortable conducting Zoom/Google Meet demos and screen sharing walkthroughs.
• Tech-savvy with a solid understanding of SaaS products and customer onboarding workflows.

Preferred:

• Experience working with US-based clients.
• Basic understanding of ATS, CRM, and candidate communication workflows.
• Hands-on knowledge of ticketing systems and email support automation.

Why Join Us:

• Work with a fast-growing SaaS platform making a real impact in HR Industry.
• High-growth career opportunity in a performance-driven environment.
• Direct exposure to leadership and cross-functional teams.
• Flexible work arrangements and a collaborative culture.