Customer Success Manager (SaaS)

Company Description

At Sana Commerce we're committed to an inclusive environment and recognize that our diverse workforce is one of our greatest strengths.

It all started in 2007, with a pizza and a plan. Sana Commerce is an e-commerce platform designed to help manufacturers, distributors and wholesalers succeed by fostering lasting relationships with customers who depend on them. We’re a fast-growing SaaS company that allows you to take ownership of your career.

At Sana Commerce, we’re looking for a Customer Success Manager who will be responsible for ensuring the value and satisfaction of customers, driving high renewal rates and expansion results. In this role, you will manage a portfolio of approximately 40 customers in North America as part of the Americas Customer Success team. 

Who We Are:

• Champions of Our League. "We deliver lasting success, balancing quick wins and long-term value." We take pride in our unique product and extensive B2B knowledge and continuously strive to improve. No matter our role, we bring value every day, helping our customers and partners succeed.
• Supercharge Our Customers. "We’re revolutionizing B2B commerce together, helping our customers to lead and succeed." Our customers are at the heart of everything we do. We go beyond solutions, providing the tools and support they need to grow.
• Determined to Grow. "We embrace challenges, growing and raising the bar for ourselves and our industry." We take on challenges, seek feedback, and keep learning. Every setback is a chance to improve and move forward.
• Bold Together. "We dare to be bold because we have each other’s back." We collaborate across teams and time zones, challenge the status quo, and support each other to achieve the best outcomes.

Job Description

What You'Ll Be Doing:

• Leading an assigned portfolio of 40 B2B customers; 
• Building strong relationships and become a trusted advisor with your customers; 
• Developing customized success plans and conducting in-depth Business Reviews focused on ROI;
• Advising on their e-commerce strategy and how the Sana Products can accelerate their online growth;
• Identifying and mitigating churn risks, while uncovering upsell and cross sell opportunities; 
• Advocating internally for your customers and help our product grow by sharing feedback with our product teams. 

Qualifications

What You'Ll Bring:

• A bachelor’s degree;
• At least 4 years of relevant commercial business experience working with (SaaS) B2B software, with at least 2 year in a Customer Success Manager role;
• Proven commercial mindset with experience in identifying, driving, and closing upsell and cross-sell opportunities;
• Strong analytical skills and time management skills;
• Strategic mindset—capable of advising on platform value and customer ROI.
• Located in or able to commute to Medellin, with ability to work 3 days per week in our Envigado office! (Hybrid work model)

Job descriptions can be tough to interpret. Even if you may not tick all the boxes, please explain your motivation for the role of Customer Success Associate in a cover letter, we strongly encourage you to apply if you still feel like you are a great match for this role. Apply now!

Additional Information

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