Role Overview
Wecheer is seeking a highly capable and structured Client Success Manager to manage key enterprise relationships, oversee successful onboarding and program delivery, and lead a team. The ideal candidate has prior SaaS experience and a proven track record working with large CPG clients.
This is a full time, remote, freelance role. Based in Europe only. No agencies please.
The recruitment process is as follows:
Cultural Fit interview
COO interview with live scenario
CEO final interview
Responsibilities
- Client Onboarding & Training: Lead onboarding for new enterprise clients and deliver training to ensure strong product adoption.
- Account Management: Own day-to-day client relationships, run performance reviews, and drive high satisfaction (NPS).
- Retention & Growth: Identify churn risks and upsell opportunities; work closely with Sales to grow accounts.
- Team & Project Leadership: Manage a client success team and coordinate cross-functional execution of campaigns.
- Operational Excellence: Resolve client and internal issues quickly; ensure smooth delivery across touchpoints.
- Product Feedback & Insights: Monitor client engagement, surface feedback, and work with Product to inform roadmap decisions.
KPI’s
- Net Promoter Score (NPS)
- Net Revenue Retention
- Gross Revenue Retention
Requirements
- 6+ years of experience in enterprise project management, preferably in SaaS, serving CPG clients
- Ability to manage complex multi-stakeholder relationships
- Tech-savvy with a strong understanding of SaaS products
- Proven ability to manage multiple accounts and projects with precision
- Exceptional English communication skills, written and verbal
- Strong analytical and problem-solving abilities
- Proactive, client-centric, and committed to delivering outstanding service
What makes a difference:
- Experience working with CPG/FMCG enterprise accounts
- Familiarity with CRM, Jira / Confluence, PowerBI
- Experience in cross-cultural and remote team environments