Note: The job is a remote job and is open to candidates in USA. Direct Software Limited, operating as Allegrow, is a high-growth SaaS company focused on solving email deliverability challenges for GTM teams. The Customer Success Manager will play a key role in building the post-sales function for US-based customers, ensuring customer satisfaction and retention through effective onboarding and support strategies.
Responsibilities
- Drive customer onboarding, adoption, and retention by creating and executing comprehensive success plans
- Outline and manage the onboarding process to ensure customers have a smooth start using the platform
- Empower customers through regular product training sessions and share best practices for optimizing their outbound email playbook
- Proactively reach out to customers with tailored recommendations to maximize their usage of Allegrow
- Align with key account initiatives to build compelling business cases that support Allegrow's usage and expansion opportunities
- Monitor customer health and identify strategic expansion opportunities within existing accounts
- Analyze lost accounts, identify reasons for churn, and develop action plans to win back customers
- Act as the customers' advocate to the product team, communicating how Allegrow could be improved to better serve customer needs
- Track account health metrics and forecast potential churn to enable proactive intervention
- Identify ideal accounts that can become long-term Allegrow advocates and work toward building case studies and testimonials
- Develop expertise in contact data and the GTM landscape to understand competitive positioning and complementary use cases
Skills
- Proven experience in customer success, account management, or similar customer-facing roles, preferably in SaaS
- Experience in a fast growth early stage start-up
- Excellent communication and presentation skills with the ability to build relationships at all organizational levels
- Data-driven approach to tracking customer health, identifying patterns, and making strategic recommendations
- Experience with email deliverability, GTM strategies, or marketing technology is highly beneficial
- Ability to translate customer feedback into actionable product insights
- Strong problem-solving skills and ability to think strategically about customer needs
- Experience with customer success platforms and CRM systems
- Self-motivated with the ability to work independently while collaborating across teams
- Bachelor's degree or equivalent practical experience
Company Overview