Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation.
Serve as the primary point of contact for customer issues, troubleshooting problems, coordinating with support and technical teams, and ensuring timely resolution.
Act as a subject matter expert; driving best practices across Intralinks products and services.
Act as a customer advocate internally, helping to shape product roadmaps and service offerings based on customer feedback and industry insights.
Monitor and drive product adoption and usage, ensuring customers are utilizing the platform to its fullest potential.
Provide training, resources, and tailored recommendations to help customers achieve success.
Regularly engage with customers through check-ins, QBRs (Quarterly Business Reviews), and other touchpoints to review progress, offer strategic guidance, and address any concerns or roadblocks.
Drive customer satisfaction and retention by identifying and mitigating churn risks.
Participate in contract renewal discussions, ensuring that customers see the value of continued partnership with us.
Work closely with sales, product, and support teams to relay customer feedback, advocate for customer needs, and influence product development and improvements.
Identify opportunities for upsell and cross-sell based on customer needs, and work with the account teams to expand product usage and drive additional value for customers.

Bachelor’s degree
2-3 years of experience in a customer success, account management, or client-facing role within a SaaS company.
Experience implementing and supporting SaaS solutions.
Able to work standard business hours with flexibility off-hours and ongoing mobile phone (email) monitoring.
Excellent communication, interpersonal, and relationship-building skills.
Ability to problem-solve and manage multiple customer accounts in a fast-paced environment.
Proven track record of driving customer success, product adoption, and retention.
Strong organizational and time management skills, with the ability to prioritize tasks effectively.
Excellent written and oral communication skills (in person, over the phone and in front of audience of high company rank and technical abilities) and possess strong presentation skills.
Prior experience with Alternative Investments
Private equity, Hedge or Investor/Fund Services Administration support.
Relationships between Private Capital Fund Managers (GPs) and Investors (LPs)
Account Management, subscription accounts and contract renewals.
Consultative and solutioning approach to understanding customer workflow and positioning SAAS solutions.
Experience supporting and troubleshooting Internet-based applications.
Demonstrated ability to communicate well with technical resources and utilize strong logic abilities to think through and drive alternative solutions.

Customer Success Manager

Key skills