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Showing 127 Customer Success Manager jobs in Baltimore
Customer Success Manager
21201 Baltimore, Maryland
$75000 Annually
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Our client is searching for a proactive and client-focused Customer Success Manager to join their team in Baltimore, Maryland, US . This role is dedicated to ensuring our clients achieve their desired outcomes while using our products and services. You will be responsible for building and maintaining strong relationships with a portfolio of assigned clients, understanding their business objectives, and providing strategic guidance to maximize their value realization. Key duties include onboarding new customers, proactively monitoring client health, identifying opportunities for upselling and cross-selling, and acting as the primary point of contact for escalations and support. The ideal candidate possesses excellent communication, problem-solving, and interpersonal skills, with a proven ability to understand customer needs and drive adoption. Experience in customer success, account management, or a client-facing role within the tech industry is highly preferred. You will conduct regular business reviews, gather customer feedback, and collaborate with internal teams (sales, product, support) to advocate for customer needs and improve the overall customer experience. This hybrid role offers a balance of remote work flexibility and in-office collaboration at our Baltimore, Maryland, US location. A Bachelor's degree in business, communications, or a related field is advantageous, along with 3-5 years of experience in a customer-facing role. If you are passionate about helping customers succeed and are looking for a rewarding career in a growing company, apply today.
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Senior Customer Success Manager
21201 Baltimore, Maryland
$95000 Annually
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Our client is seeking a highly experienced and dedicated Senior Customer Success Manager to join their growing team. This role will be primarily responsible for building and maintaining strong, long-lasting relationships with a portfolio of high-value clients, ensuring they maximize the value derived from our client's services. The ideal candidate will be a proactive, strategic thinker with exceptional communication and problem-solving skills, committed to driving customer satisfaction and retention. As this is a remote position, you will collaborate closely with teams across different locations.
Key Responsibilities:
Key Responsibilities:
- Serve as the primary point of contact for a dedicated set of enterprise clients, understanding their business objectives and ensuring our solutions align with their needs.
- Proactively engage with clients to drive adoption, identify opportunities for upselling and cross-selling, and ensure successful renewal of services.
- Develop and execute tailored success plans for each client, outlining key milestones, strategic initiatives, and desired outcomes.
- Monitor client health, identify potential risks or churn indicators, and implement proactive strategies to mitigate them.
- Conduct regular business reviews (QBRs) with clients to demonstrate value, share insights, and align on future strategies.
- Act as a client advocate internally, collaborating with Product, Sales, and Support teams to resolve issues and improve the overall customer experience.
- Educate clients on new features, best practices, and emerging trends relevant to their industry and use of our services.
- Analyze client usage data and feedback to provide actionable insights and recommendations for product enhancement.
- Onboard new clients effectively, ensuring a smooth transition and rapid time-to-value.
- Contribute to the development and refinement of customer success methodologies and playbooks.
- Mentor and guide junior members of the customer success team.
- Bachelor's degree in Business, Communications, or a related field.
- 7+ years of experience in Customer Success, Account Management, or a similar client-facing role, preferably in a SaaS environment.
- Proven track record of successfully managing enterprise-level accounts and driving customer retention and growth.
- Exceptional communication, interpersonal, and presentation skills.
- Strong analytical and problem-solving abilities with a data-driven approach to customer management.
- Ability to understand complex technical concepts and explain them clearly to non-technical audiences.
- Experience working with CRM and Customer Success platforms (e.g., Salesforce, Gainsight).
- Self-motivated, proactive, and able to work independently in a remote setting.
- Passion for customer advocacy and delivering outstanding service.
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1
Senior Customer Success Manager
21201 Baltimore, Maryland
$75000 Annually
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Job Description
Our client, a leading SaaS provider experiencing rapid growth, is seeking a highly motivated and relationship-driven Senior Customer Success Manager to join their dedicated team in Baltimore, Maryland, US . This crucial role focuses on ensuring our clients achieve their desired outcomes while using our products and services, fostering long-term loyalty and driving customer retention. The ideal candidate will possess exceptional communication, problem-solving, and strategic thinking skills, with a deep understanding of customer relationship management and account growth strategies. You will be responsible for managing a portfolio of key accounts, acting as the primary point of contact, and guiding customers through onboarding, adoption, and ongoing success. Key responsibilities include developing success plans, proactively identifying opportunities for customers to maximize value, and addressing any potential challenges or concerns swiftly and effectively. You will conduct regular business reviews, monitor customer health metrics, and collaborate internally with sales, support, and product teams to advocate for customer needs and ensure a seamless experience. A proven ability to build strong relationships at various levels within client organizations, including executive stakeholders, is essential. Experience with CRM software and customer success platforms is required. We are looking for a proactive, empathetic, and results-oriented professional dedicated to driving customer satisfaction, retention, and expansion. This is an exciting opportunity to contribute to the success of a dynamic company by ensuring our clients thrive and achieve their goals.
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2
Lead Customer Success Manager
21201 Baltimore, Maryland
$95000 Annually
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Our client, a rapidly growing SaaS company, is seeking an experienced and passionate Lead Customer Success Manager to join their team in **Baltimore, Maryland, US**. This role is crucial for building and maintaining strong relationships with our valued clients, ensuring they derive maximum value from our innovative solutions. The Lead CSM will be responsible for overseeing a portfolio of key accounts, driving customer retention, identifying upsell opportunities, and acting as a trusted advisor. You will collaborate closely with sales, product, and support teams to advocate for customer needs and ensure a seamless customer experience. The ideal candidate possesses exceptional communication, problem-solving, and strategic thinking skills, with a proven track record in customer success or account management.
Key Responsibilities:
Key Responsibilities:
- Manage and nurture relationships with a portfolio of enterprise clients, ensuring high levels of satisfaction and retention.
- Develop and execute proactive strategies to drive customer adoption, value realization, and product engagement.
- Act as the primary point of contact for assigned accounts, addressing inquiries and resolving issues promptly.
- Identify and pursue opportunities for account expansion, upsells, and cross-sells.
- Conduct regular business reviews with clients to assess progress, share insights, and align on goals.
- Collaborate with internal teams (Sales, Product, Engineering, Support) to advocate for customer needs and enhance product offerings.
- Monitor customer health metrics and proactively address potential churn risks.
- Develop and deliver training sessions and best practice guidance to customers.
- Contribute to the development of customer success best practices and playbooks.
- Mentor and guide junior customer success managers.
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3
Senior Customer Success Manager, Enterprise Solutions
21201 Baltimore, Maryland
$80000 Annually
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Job Description
Our client is looking for a dedicated and proactive Senior Customer Success Manager to join their fully remote team. In this critical role, you will be the primary point of contact for a portfolio of high-value enterprise clients, ensuring they achieve maximum value from our client's innovative solutions. You will build and maintain strong, long-lasting relationships, understanding each client's unique business objectives and providing strategic guidance to help them succeed. Your responsibilities will include onboarding new enterprise clients, conducting regular business reviews, identifying opportunities for upselling and cross-selling, and proactively addressing any potential issues or concerns. You will act as the voice of the customer internally, providing valuable feedback to product, sales, and engineering teams to drive continuous improvement. The ideal candidate will have a proven background in customer success, account management, or a related client-facing role within the SaaS industry, with a strong understanding of enterprise-level client needs. Exceptional communication, negotiation, and problem-solving skills are essential. You must be adept at managing complex client relationships, understanding technical product integrations, and navigating challenging conversations with executive-level stakeholders. This role demands a strategic mindset, a commitment to client advocacy, and the ability to work autonomously in a remote environment. You will be responsible for driving client retention, reducing churn, and ultimately increasing customer lifetime value. If you are passionate about delivering outstanding customer experiences, thrive in a dynamic remote setting, and are eager to contribute to the success of a growing technology company, this is the perfect opportunity for you. We seek individuals who are not just reactive but proactive in ensuring our clients' continued growth and satisfaction with our cutting-edge services, operating entirely from their chosen remote workspace.
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4
Customer Support Specialist
21201 Baltimore, Maryland
$48000 Annually
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Job Description
Our client is looking for a highly empathetic and efficient Customer Support Specialist to manage client inquiries and provide exceptional service in Baltimore, Maryland, US . This role involves being the primary point of contact for customers, addressing their needs, resolving issues, and ensuring a positive customer experience. The ideal candidate possesses excellent communication skills, a patient demeanor, and a knack for problem-solving. You will be responsible for answering phone calls, responding to emails and live chat messages, troubleshooting customer issues, documenting interactions in a CRM system, and escalating complex problems to appropriate teams. A deep understanding of the client's products and services is crucial, which will be developed through comprehensive training. This is a hybrid role, requiring some in-office presence for team collaboration and specific training sessions, with the flexibility to work remotely. We seek individuals who are proactive, can manage their time effectively, and thrive in a fast-paced environment. Key performance indicators will include customer satisfaction scores, response times, and resolution rates. You will also play a vital role in gathering customer feedback to help improve our services. Familiarity with various customer service software and tools is a plus. This position offers a competitive salary, benefits package, and opportunities for growth within a growing organization. If you are passionate about helping others and have a strong desire to contribute to a customer-centric culture, we invite you to apply. Join a team dedicated to excellence and making a difference in the customer experience.
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5
Customer Support Lead
21201 Baltimore, Maryland
$55000 Annually
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Job Description
Our client is seeking an experienced and empathetic Customer Support Lead to manage and mentor a team of support professionals in Baltimore, Maryland, US . This role is crucial in ensuring exceptional customer service delivery, resolving complex customer issues, and driving continuous improvement in support processes. The Lead will oversee daily operations, provide guidance and training to the support team, and act as a point of escalation for challenging customer interactions. The ideal candidate possesses strong leadership abilities, excellent problem-solving skills, and a passion for creating positive customer experiences.
Responsibilities:
Qualifications:
Join a dedicated team focused on excellence in customer care.
Responsibilities:
- Lead, train, and motivate a team of customer support representatives to achieve performance goals and uphold service standards.
- Oversee the day-to-day operations of the customer support department, ensuring efficient handling of inquiries and issue resolution.
- Act as a primary point of escalation for complex customer issues, providing timely and effective resolutions.
- Develop and implement customer support policies, procedures, and best practices.
- Monitor key performance indicators (KPIs) such as response time, resolution time, customer satisfaction (CSAT), and first-contact resolution.
- Analyze customer feedback and support data to identify trends, areas for improvement, and training opportunities.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Collaborate with other departments (e.g., Sales, Product, Engineering) to address customer needs and product issues.
- Create and maintain support documentation, including FAQs, knowledge base articles, and troubleshooting guides.
- Ensure adherence to company service level agreements (SLAs).
- Identify opportunities for process automation and efficiency gains within the support function.
- Foster a positive and collaborative team environment that encourages professional growth.
- Contribute to the development and implementation of customer support training programs.
- Handle customer escalations with professionalism and empathy, aiming for first-contact resolution where possible.
Qualifications:
- Associate's or Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a leadership or supervisory role.
- Proven ability to lead, coach, and mentor a customer support team.
- Strong understanding of customer service principles and best practices.
- Excellent problem-solving, analytical, and decision-making skills.
- Exceptional communication, interpersonal, and conflict-resolution abilities.
- Proficiency in using CRM software and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to manage multiple priorities and work effectively under pressure.
- Experience in developing and delivering training programs is a plus.
- Familiarity with (mention a relevant industry, e.g., E-commerce, SaaS, Financial Services) is advantageous.
- A passion for delivering outstanding customer experiences.
Join a dedicated team focused on excellence in customer care.
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6
Customer Support Team Lead
21201 Baltimore, Maryland
$60000 Annually
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Job Description
Our client is looking for an experienced and motivated Customer Support Team Lead to join their team in Baltimore, Maryland, US . This hybrid role requires a leader passionate about delivering exceptional customer service and guiding a team of support professionals to meet and exceed performance targets. The ideal candidate will possess strong communication, problem-solving, and leadership skills, with a proven ability to foster a positive and productive team environment.
Responsibilities:
Responsibilities:
- Lead, train, and mentor a team of customer support representatives.
- Monitor team performance, provide regular feedback, and conduct performance reviews.
- Ensure timely and accurate resolution of customer inquiries and issues via phone, email, and chat.
- Develop and implement strategies to improve customer satisfaction and retention.
- Handle escalated customer complaints and complex issues with professionalism and efficiency.
- Analyze customer feedback and support metrics to identify areas for improvement.
- Collaborate with other departments to resolve cross-functional issues and enhance the customer experience.
- Develop and maintain up-to-date knowledge base articles and support documentation.
- Assist in the recruitment and onboarding of new customer support team members.
- Ensure adherence to company policies, procedures, and service level agreements (SLAs).
- Contribute to the development and implementation of new support processes and tools.
- Foster a positive and collaborative team culture, promoting teamwork and continuous learning.
- Manage team schedules and workload distribution to ensure adequate coverage.
- Report on team performance and key customer service metrics to management.
- High school diploma or equivalent; Bachelor's degree in a related field is a plus.
- Minimum of 3 years of experience in customer support, with at least 1 year in a team lead or supervisory role.
- Proven leadership and coaching abilities.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Strong problem-solving and decision-making capabilities.
- Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
- Ability to work effectively in a fast-paced, dynamic environment.
- Strong organizational and time management skills.
- Adaptable to changing priorities and customer needs.
- Experience with hybrid work environments is beneficial.
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7
Senior Customer Support Specialist
21201 Baltimore, Maryland
$55000 Annually
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Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Baltimore, Maryland, US . This pivotal role will involve providing exceptional support to a diverse customer base, resolving complex technical issues, and contributing to the continuous improvement of our support processes. The ideal candidate will possess a strong aptitude for problem-solving, excellent communication skills, and a deep understanding of customer service best practices. Responsibilities include:
Qualifications:
- Handling high-volume inbound customer inquiries via phone, email, and chat.
- Troubleshooting and diagnosing technical issues, providing clear and concise solutions.
- Escalating complex problems to appropriate internal teams and following up to ensure resolution.
- Documenting all customer interactions and resolutions accurately in the CRM system.
- Developing and maintaining knowledge base articles and customer-facing documentation.
- Training and mentoring junior support staff.
- Identifying trends in customer issues and providing feedback to product and engineering teams.
- Participating in cross-functional projects to enhance the customer experience.
- Proactively seeking opportunities to improve support efficiency and effectiveness.
- Collaborating with sales and account management teams to ensure customer satisfaction.
- Adhering to service level agreements (SLAs) and key performance indicators (KPIs).
Qualifications:
- Proven experience in a customer service or technical support role, with at least 3 years in a senior capacity.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Strong analytical and problem-solving abilities.
- Ability to work effectively in a fast-paced, team-oriented environment.
- Experience in the software industry is a plus.
- Bachelor's degree in a related field or equivalent work experience.
- Familiarity with (specific software/tools relevant to the company's industry) is highly desirable.
- A commitment to delivering outstanding customer service and fostering positive client relationships.
- This role offers a hybrid work model, requiring some on-site presence in our Baltimore office.
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8
Senior Customer Support Specialist
21201 Baltimore, Maryland
$25 Hourly
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Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Baltimore, Maryland . This pivotal role will involve providing exceptional support to customers, resolving complex technical issues, and contributing to the continuous improvement of our customer service processes. You will be a primary point of contact for escalated customer inquiries, requiring a deep understanding of our products and services. The ideal candidate will possess excellent communication and problem-solving skills, with a proven ability to handle high-pressure situations with professionalism and empathy.
Responsibilities include:
Responsibilities include:
- Handle escalated customer inquiries via phone, email, and live chat.
- Diagnose and troubleshoot complex technical issues, providing clear and concise solutions.
- Document all customer interactions and resolutions accurately in the CRM system.
- Collaborate with other departments (e.g., Product Development, Sales) to resolve customer issues and identify areas for improvement.
- Train and mentor junior support staff, sharing best practices and product knowledge.
- Develop and maintain knowledge base articles and support documentation.
- Identify trends in customer issues and provide feedback to management for product enhancements and process optimizations.
- Ensure customer satisfaction by meeting or exceeding service level agreements (SLAs).
- Participate in team meetings and contribute to a positive and collaborative work environment.
- Stay up-to-date with product updates and new features to provide accurate support.
- Proactively identify potential customer issues and offer solutions before they arise.
- Contribute to the development and implementation of new customer support strategies.
- Proven experience in a customer service or technical support role, with at least 3 years in a senior capacity.
- Strong understanding of customer support best practices and CRM systems.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Exceptional problem-solving and analytical skills.
- Ability to work independently and as part of a team.
- Proficiency in Microsoft Office Suite.
- Experience with (specific software/tools relevant to the industry, e.g., Zendesk, Salesforce Service Cloud) is a plus.
- Bachelor's degree in a related field or equivalent work experience.
- A proactive approach to customer service and a passion for helping others.
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