Job Description
Customer Success Manager – US Shift (100% Remote)
About XTEN-AV
XTEN-AV is an AI-powered cloud SaaS platform that revolutionizes the professional audiovisual (AV) system design, proposal, and project management landscape. Our patented platform (featuring tools like X-DRAW, X-DOC, X-PRO, and our AI assistant XAVIA) replaces manual, legacy workflows with automated diagramming, real-time analytics, and AI-driven workflow engines.
Shift Hours: US Business Hours (e.g., 9:00 AM – 5:00 PM EST / PST)
Location: Remote (Work from Home)
Experience: 3–5 Years in B2B SaaS
Role Overview
XTEN-AV is hiring a Customer Success Manager to own the end-to-end post-sales relationship for our North American client portfolio. Operating entirely during US business hours, you will drive customer onboarding, retention, software adoption, and expansion across our cloud-based SaaS platform.
Key Responsibilities
- Client Onboarding & Training: Guide US-based accounts through product setup, workflows, and best practices to ensure rapid initial value.
- Account Health & Retention: Monitor usage analytics, conduct quarterly business reviews (QBRs), and proactively address churn risks to meet retention targets.
- Account Growth: Partner with sales teams to identify expansion, upsell, and cross-sell opportunities within existing accounts.
- Cross-Functional Collaboration: Translate client feedback into actionable insights for the Product, Engineering, and Support teams.
- Issue Escalation: Provide high-touch support during US operational hours to resolve critical customer challenges efficiently.
Requirements
- Experience: 3–5 years of dedicated Customer Success or Account Management experience in B2B SaaS/Cloud environments.
- Shift Availability: Must be fully committed to working dedicated US shift hours (EST/PST alignment) from your home office.
- Communication: Native or near-native English fluency (written and verbal) for seamless presentation to C-suite and executive stakeholders.
- Technical Proficiency: Comfortable navigating complex Web SaaS applications, integration workflows, and CRM tools (HubSpot, Salesforce, Zendesk, or similar).
Remote Workstation Requirements
- Dedicated, quiet home office workspace free from ambient background noise.
- High-speed, stable internet connection (minimum 50 Mbps recommended) with reliable power backup.