Customer Success Manager (SaaS)

Job Description

Glue Up is a leading SaaS provider of an all-in-one solution that empowers businesses to optimize their operations and achieve their goals. Our platform offers cutting-edge features and exceptional user experience to drive success for our clients across various industries. We pride ourselves on our customer-centric approach and are committed to delivering outstanding results.

As a Customer Success Manager, you will play a crucial role in ensuring our customers derive maximum value from our platform. You will be responsible for building strong relationships, providing exceptional support, and driving customer satisfaction and retention. This role requires a proactive, organized, and customer-focused individual who can understand customer needs and provide solutions that drive success.

Responsibilities:

• Own overall relationship with clients, which include: Increasing adoption, ensuring retention, and satisfaction; reduce churn
• Relay product knowledge to clients during onboarding and follow up questions
• Establish a trusted/strategic advisor relationship with each client and drive continued value of our products and services.
• Develop, prepare, and nurture clients for advocacy.
• Work with clients to establish critical goals, or other key performance indicators and aid the clients in achieving their goals.
• Build customer loyalty and reduce churn
• Advocate customer needs/issues cross-departmentally.
• Report directly to Director of Customer Success.

Qualifications:

• Bachelor's degree in Business, Marketing, or related field.
• 3-4 years experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
• 2+ years relevant SaaS experience.
• Proven ability to drive continuous value of our product(s).
• Familiarity working with clients of all sizes.
• Impeccable written and verbal communication skills.
• Detail oriented and analytical.
• Fast learner and ability to relay product knowledge to clients
• Strong team player but works well independently.
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly.

About Glue Up

Founded in 2013, Glue up is an all-in-one engagement management software that transforms the way member-organizations operate, manage their members and grow their organization. Glue Up’s innovative ecosystem of features has modernized the processes of over 1,800 member organizations in over 60 countries. Its suite of products include Event Management, Member Management, Association Management, Chapter Management, Chamber of Commerce Management and much more!

Glue Up now has offices in The U.S. and Canada, LATAM, Australia, Philippines, Hong Kong, Singapore, China, India and Africa.

For more information on Glue Up, please visit glueup.com or connect with us on LinkedIn, Facebook and Twitter!

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Bachelor's (Required)

Experience:

• Onboarding: 1 year (Required)
• SaaS: 1 year (Required)
• Customer Success: 3 years (Required)

Language:

• English (Required)

Ability to Commute:

• McLean, VA 22102 (Required)

Work Location: In person

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