Customer Success Manager

Naviron is pleased to partner with a scrappy SaaS startup that's helping restoration companies optimize operations, increase efficiency, and drive profitability with their business management software. They're growing and looking for an experienced CSM to build strong relationships with existing customers to ensure long-term retention and success.

* Must have experience in the restoration industry*

As a key player in customer satisfaction and retention, you'll build strong customer relationships and proactively engage with key accounts, conduct regular training sessions and quarterly reviews, handle reactive customer issues, and work with sales to identify upsell opportunities and secure long-term customer retention.

This is an onsite role in Lehi, Utah.

• Develop and nurture strong relationships with key stakeholders within client organizations.
• Proactively engage with customers to understand their evolving needs and challenges.
• Maintain a deep understanding of software and new updates.
• Conduct regular training sessions to empower clients in utilizing the full potential of software.
• Serve as the main point of contact for addressing customer inquiries, concerns, and issues.
• Gather and analyze customer feedback to provide insights for product improvement.
• Work closely with the sales team to ensure customer renewals and identify upsell opportunities.
• Monitor customer usage patterns and provide recommendations for optimizing their software subscription.
• Conduct proactive quarterly reviews with key accounts to assess their satisfaction, identify opportunities for growth, and ensure they are maximizing the value of our products/services.

• Minimum 2+ years experience in a customer success, account management, or client-facing role, ideally in a SaaS company.
• Must have experience managing accounts in the restoration industry.
• Strong communication and interpersonal skills.
• Obsessed with creating positive customer experiences.
• Analytical mindset with the ability to derive insights from data and translate them into actionable strategies.
• Ability to work in a fast-paced, constantly evolving, team environment.
• Experience in SMB or field-service industry a huge plus.