SaaS Customer Success Manageer

About Command|Link

Command|Link is a global SaaS Platform providing network, voice services, and IT security solutions, helping corporations consolidate their core infrastructure into a single vendor and layering on a proprietary single pane of glass platform. Command|Link has revolutionized the IT industry by tackling the problems our competitors create. In recognition for our unprecedented innovation and dedication, Command|Link was recognized as the SD-WAN Product of the Year, ITSM Visionary Spotlight, UCaaS Product of the Year, NaaS Product of the Year, Supplier of the Year, and the AT&T Strategic Growth Partner. Command|Link has built the only IT platform for scale that solves ISP vendor sprawl and IT headaches. We make it easy for our customers to get more done, maximize uptime and improve the bottom line.

Learn more about us here!

About your new role:

As a Customer Success Manager (CSM) for our SaaS Platform, you will play a crucial role in driving customer satisfaction, retention, and growth. You will focus on understanding our customers’ needs, ensuring seamless adoption of our software solutions, and identifying opportunities for expansion within existing accounts. Your role will be centered around maintaining strong customer relationships, conducting strategic business reviews, and leveraging our proprietary software to deliver exceptional customer experiences.

The primary goal of this role is to maximize customer engagement and product utilization, ensuring that our SaaS customers achieve their desired business outcomes. You will be working closely with Sales Directors, product teams, and engineering resources to provide a superior customer experience. This is a 100% Remote, Full-Time opportunity.

Key Responsibilities:

• Develop a deep understanding of our SaaS Platform, its features, and how it drives business value for customers.
• Proactively engage with customers through regular touchpoints, ensuring they are leveraging our platform to its fullest potential.
• Conduct Quarterly Business Reviews (QBRs) to assess customer satisfaction, usage trends, and identify growth opportunities.
• Act as the primary point of contact for assigned customers, providing strategic guidance, training, and support to optimize their experience.
• Drive product adoption by educating customers on best practices and new feature releases.
• Collaborate with Sales Directors and leadership to identify cross-sell and upsell opportunities, contributing to revenue growth.
• Manage customer lifecycle stages, ensuring seamless onboarding, implementation, and ongoing support.
• Track and analyze customer usage data to proactively address potential issues and maximize retention.
• Leverage internal CRM and customer success tools to track account health, customer interactions, and renewal forecasting.
• Advocate for customers internally, relaying feedback to the product and engineering teams to enhance our platform’s functionality.
• Foster a positive, collaborative company culture that aligns with our mission of delivering unparalleled customer success.

What you'll need for success:

• Bachelor’s degree or equivalent experience in business, technology, or a related field.
• 3-5+ years of experience in customer success, account management, or SaaS-related sales roles.
• Demonstrated success in managing a portfolio of SaaS customers, ensuring adoption, retention, and growth.
• Ability to build and maintain strong relationships with enterprise and mid-market customers.
• Experience conducting customer meetings, presentations, and training sessions.
• Strong analytical skills with the ability to assess customer data and drive strategic decision-making.
• Excellent communication skills, both written and verbal, with a persuasive and solution-oriented approach.
• Proficiency in CRM tools, customer success platforms, and SaaS analytics software.
• Self-motivated and proactive with a passion for customer success and business growth.
• Ability to work independently while collaborating effectively with cross-functional teams.

Why you'll love life at Command|Link

Join us at CommandLink, where you'll have the opportunity to shape the future of business communication. We value the innovative spirit and seek individuals ready to bring their unique vision and expertise to a team that values bold ideas and strategic thinking. Are you ready to make an impact?

• Room to grow at a high-growth company
• An environment that celebrates ideas and innovation
• Your work will have a tangible impact
• Generous Medical, Dental, and Vision coverage for full-time employees
• Flexible time off  
• 401k to help you save for the future
• Fun events at cool locations
• Free DoorDash lunches on Fridays
• Employee referral bonuses to encourage the addition of great new people to the team

Commandlink hires individuals in a number of geographic regions and the pay ranges listed reflect the cost of labor across these regions. The base pay for this position as displayed at the bottom of the job description is a range based on our lowest geographic region, up to our highest geographic region. Pay is based on location among other factors, such as skill-set, experience, and qualifications held.