Associate Customer Success Manager

Summary

Join our team as a Customer Success Manager and play a key role in driving customer success, optimisation, and upselling of new business opportunities for customers.

Requirements

• 3+ years of experience in Customer Success Management working with a SaaS product and/or mid-market customers (mandatory)
• Proactive, a self-starter with attention to detail & an excellent Relationship Builder
• Act as a consultant by understanding your customer’s business needs and a trusted advisor to secure customer’s advocacy towards our organisation
• Possess Excellent Communication, Listening & Articulation Skills – Able to effectively converse with all levels of stakeholders & customers
• Experience in analysing data, trends, and client information to identify product or growth opportunities in service of customer value
• Experience using customer success and CRM, analytics tools
• Comfortable working in a fast-paced and dynamic environment
• Strong work ethic and a team player, empathetic, highly responsive, curious, and energetic
• Product savvy - able to develop a strong understanding and technical knowledge in order to speak confidently to customers
• Bachelor's degree or equivalent practical experience

Responsibilities

• Own overall relationships with assigned customers, which include: Increasing adoption, ensuring retention, and delivering satisfaction
• Manage customer life cycle & account management – from Sales Handover, Oversee & Ensure Timely Deployment, Consistent Engagement there-on building a Relationship
• Escalation Management, Stakeholder Management (Internal & External), Co-ordination between Product Management, Support groups, and other Cross-Functional teams
• Develop new and innovative ways to share relevant data and insights that are impactful to customers and tie back to their success drivers through operational reviews to key customer stakeholders as well as Strategic Business Reviews
• Provide best practices to help drive user behaviour and product adoption
• Conduct onboarding, training, and review call with customers through multiple customer journey stages
• Discern opportunities for revenue growth and close cross-sell and upsell opportunities (independently or in partnership with cross-functional teams), and act upon possible problems

Benefits

• Full-time employees can take advantage of health coverage, paid parental leave, generous paid time-off and holidays, quarterly self-care days off, and stock options
• We have a growth mindset culture that is represented in all that we do, from onboarding through to numerous learning and development initiatives including access to our LinkedIn Learning platform
• Employee well-being is also top of mind for us. We host quarterly wellness education sessions to encourage self care and personal growth