Customer Success Manager – Remote – FS422

Fresche Solutions•Franklin, MA

44d•Remote

About The Position

Fresche Solutions is looking for a driven and motivated Customer Success Manager to join our team. The CSM will play a key role in helping Fresche Cloud manage customer-related activities. This position will work closely with our operations team while representing the company’s interests, developing business opportunities, and delivering measurable value. In your day-to-day you will be responsible for:

Requirements

Strong track record of building trust with clients and maintaining strong business relationships
Knowledge and understanding of the customer success process
Excellent communication skills (verbal and written)
Experience leading Quarterly Business Reviews (QBRs) and executive-level discussions
In-depth knowledge of diverse business functions and principles (e.g., customer support, finance, operations)
Bachelor’s degree in Business, Communications, or related field
5+ years of related experience
Experience using sales software applications and CRMs
Proficiency in MS Office products (Excel, Word, Outlook, PowerPoint)
Understanding of technical terminology and concepts
Understanding of SLAs and ITSM ticketing systems (Jira, ServiceNow)
Works with transparency, honesty, and integrity, instilling trust
Strong customer empathy
Ability to work cooperatively with others in a team environment
Adaptability and strong problem-solving skills

Nice To Haves

Relevant industry certifications (an asset)
IBM i and MSP knowledge (a plus)

Responsibilities

Helping customers adopt new products and services
Monitoring client relations to ensure smooth progress
Building and cultivating client relationships by understanding their needs and requirements
Developing trust and acting as an ambassador for positive customer experiences
Supervising and ensuring follow-ups on implementation and maintenance of services
Recommending proactive resolutions and optimized support paths to expand client business development
Partnering with service delivery teams to ensure SLA compliance and timely resolution of escalations
Leading small projects, including upgrades and changes
Developing mutually beneficial value offerings between clients and the business
Translating client strategic goals into concrete execution plans for business growth and added value
Reviewing strategic goals and formulating proposals to help customers establish priorities and address gaps in offerings with operations, support, and sales management stakeholders
Establishing and maintaining open and trusting communication with customers to obtain transparent feedback and ensure positive experiences
Evaluating overall performance by defining success and retention metrics for implementation and maintenance of service offerings
Working with the PMO to facilitate the handoff of customers from onboarding to steady-state support
Proactively engaging with customers in support of KPIs