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BiasSync SaaS CLIENT SUCCESS MANAGER in Los Angeles, California


BiasSync is a start-up company dedicated to creating more fair and respectful workplaces. Our online solutions to mitigate unconscious bias in the workplace are selling rapidly, so we want to build out a world-class client success program.

BiasSync is seeking a proven leader to help build, operate and scale our Client Success Manager efforts. The ideal candidate is an experienced manager with a proven ability to create programs to drive the client adoption lifecycle throughout all BiasSync accounts. The successful candidate will be a self-starter who thrives in a start-up environment.

What You?ll Do:

As the Client Success Manager, you will collaborate with Sales, Marketing, and Engineering to help drive growth of our business through successful product usage, client value, and retention. Requirements of the job include:

  • Work to continue designing and implementing our client success program

  • Plan our default implementation and communication plans for new clients

  • Build and hire a team of client success professionals as we grow

  • Write high-quality suggested communications for our clients to use

  • Drive the execution to onboard, enable, and expand usage and revenue within our client base

  • Use data to track performance, forecast retention, and create client insights

  • Partner with Marketing and Sales to create a consistent client journey that drives positive clientsatisfaction, referrals, and account growth

  • Build/refine programs and initiatives to drive continuous improvements and scale

  • Bring innovative ideas to the group to help drive the next stage of the business

  • Drive operational excellence across the Client Success team

  • Establish a trusted advisor relationship that works to ensure client?s overall satisfaction with our product and services

  • Ability to Meet and exceed Net Revenue Retention targets

  • Build, maintain and execute on account plans for each assigned account.

  • Uncover and mitigate risks that threaten your client's growth, satisfaction, or renewal; create and execute risk mitigation plans

  • Own all primary client communication and resolve escalations

  • Identify and map the client organization structure with ability to bridge turnover at any level of the organization Drive, negotiate, and close renewal business

  • Coach clients to ensure they are leveraging all available BiasSync resources such as Training, webinars, Knowledge Base, etc.

  • Effectively network within client accounts from the C-Level down in order to achieve client goals and success metrics for BiasSync

  • Monitor and facilitate client adoption of our solution features and functionality while providing BiasSync with an understanding of clients? overall business needs, priorities as they relate to our products and services

  • Act as a liaison between product management and clients with a focus on communicating the BiasSync roadmap and how the roadmap will influence client activities

  • Create structures that help promote our solution internally at organizations and help clients gain internal champions or evangelists to drive engagement and completion rates

  • Design programs unique to clients needs to help drive engagement rates

What We?re Looking For:

  • 5+ years of professional experience with at least 3 years of experience in SaaS/enterprise software Account Management, Customer Success or Client Services managing mid-size to large enterprise portfolios of recurring revenue Successful track record of renewal ownership

  • 4+ years of Customer Success, Account Management, or Technical Account Management experience, preferable within Enterprise SaaS

  • Exposure to B2B SaaS models from the vendor side, including commercial contracts

  • Excellent verbal and written communication and in-person and virtual presentation skills

  • Ability to work independently and to collaborate effectively across functions (e.g., sales, professional services, product management)

  • Some experience in up-selling/cross-selling and negotiating commercial contracts

  • Bachelor?s degree required, at a minimum (business or technical degree preferred)

  • Passion for technology and for being a part of a fast-growing SaaS company

  • Outstanding multi-task management skills across a varied set of responsibilities