We are looking for a motivated and experienced Customer Success Manager to champion the high standard of excellence demonstrated by our team on a daily basis. Our ideal candidate will be responsible for engaging and managing relationships with our clients, ensuring their satisfaction with our product and services, and driving revenue & retention. Very importantly, you will act as the key support and technical escalation point.    Responsibilities  Develop a deep understanding of our product and its features, and work closely with customers to help them get the most out of our solution  Build and maintain strong relationships with our customers, acting as their primary point of contact for any questions, concerns, or issues that may arise  Act as the key point of technical and support escalation  Proactively identify opportunities to upsell and cross-sell our services, and work with the Sales team to close new business  Monitor customer health and engagement metrics, and develop and execute strategies to improve retention and reduce churn  Drive adoption and usage of our product by providing guidance, training, and best practices to our customers  Build relationships with cross-functional teams (Operations, Engineering, Sales, Product, Marketing) to deliver the best experience for our clients and raise the company's NPS  Represent the voice of the customer to internal teams, and provide feedback and insights to help drive product and service improvements    Requirements  Bachelor's degree in business, marketing, or related field  3+ years of experience in a customer success or professional, client-focused account servicing role, preferably within a SaaS business  Outstanding execution and product demonstration abilities  Strong communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders  Excellent problem-solving skills, with the ability to identify and resolve complex issues  Demonstrated ability to manage multiple projects and customers simultaneously  Familiarity with customer success metrics, and the ability to analyze and interpret data to drive action  Experience with CRM and customer engagement software (e.g. HubSpot, Intercom)  Previous experience working with timesheet, payroll, or accounting software a bonus  Ability to work independently and remotely, with a strong work ethic and time management skills  Familiarity with our industry is a plus