Senior Customer Success Manager managing strategic SaaS accounts for Power Factors, a renewable energy software provider. Driving onboarding, retention, NRR growth, renewals, and expansion.
About the role
- Customer Success Manager leading Insights Communities for Sago’s market research clients. Managing client relationships, community engagement, vendors, deliverables, and research reporting.
Responsibilities
- Lead the delivery of Insights Communities while building strong, consultative relationships with clients
- Ensure each program meets business goals and delivers an exceptional member experience and insights
- Manage community setup, recruitment, engagement, incentive management, renewal, and overall health
- Collaborate with sales to understand client needs and provide proactive, tailored recommendations
- Design creative solutions using available tools and processes to exceed client expectations
- Serve as the primary contact for clients, internal teams, and external vendors
- Lead client calls and strategize on activities to keep the community engaged
- Manage vendors and partners to ensure projects stay on schedule and within budget
- Ensure timely completion of deliverables, including invoicing deadlines
- Monitor program elements, anticipate and resolve potential problems
- Work within Sago systems throughout the project life cycle
- Provide clients with timely updates on community status
- Support programming, data processing, insights, and reporting teams
- Validate and prepare datasets, reports, engagement activities/calendars, community communications, and incentive management
- Meet client timelines and quality expectations efficiently while maintaining project margins
- Work according to company SOPs
- Perform other duties as assigned
Requirements
- Technical orientation, logical thinking, analytical and solution-oriented mind
- Customer service, multi-tasking, and time management skills
- Quickly adopts to changes and new processes
- Superior communication and consultative skills
- Focus on quality and attention to detail
- High work ethic and team player attitude
- Client Focus
- Effective communication skills – written and oral
- Collaboration and Teamwork
- Ability to multi-task and flexibility
- Decision Making and Problem Solving
- Fluent in English (written and oral)
- Bachelor’s Degree or equivalent
- Must have 3-4 years of client-facing experience in a market research environment and Insight Communities
- Experience with research design, reporting, data analysis, international data collection, multi-mode methodology, is a plus
- Advanced MS Office skills (Excel, Word, PowerPoint) required
- Experience in DIY survey tools (e.g. Alida) is a plus
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