Customer Success Manager

Summary

Join Awesomic, a web app connecting businesses with talent using AI, as a Customer Success Manager! You will support customers via various channels, analyze data to improve experience, set retention goals, minimize churn, collaborate with other teams, conduct customer development interviews, and handle billing. This remote role (LATAM, US, or hybrid in San Francisco) requires 3+ years of experience, strong communication skills, proficiency with Hubspot and Intercom, and a customer-centric approach. Awesomic offers a supportive community, mentorship from founders, professional development opportunities, mental health support, a work laptop, unlimited vacation, course coverage, health insurance, and the option to work in various hubs.

Requirements

• Are available to work in the Pacific timezone
• Have 3+ years of experience as a Customer Success Manager
• Are a problem solver and can work independently
• Have a self-driven, curious, and proactive nature
• Can think and type fast, keep calm, and act logically and in a values-driven way when quick reaction and decision making is needed from your side
• Are empathetic to people and are a patient and active listener
• Care about customers’ happiness and want to make their journey with the product outstanding and efficient
• Are a great communicator, and you speak fluent English
• Are responsible, well-organized, and able to multi-task and prioritize
• Are a friendly, open-minded person and a born troubleshooter
• Have proven experience with Hubspot and Intercom and are willing to explore and try new tools

Responsibilities

• Support daily communication with our customers via phone, chat, email, and the Awesomic app
• Work with CS metrics to analyze data and improve customer experience
• Establish clear retention goals and milestones to work towards
• Minimize customer churn
• Work closely with our Designers and Community Managers
• Conduct cust dev interviews to gather valuable feedback for our Product Team and transform it into actionable steps
• Help process billing requests
• Encourage upsells and cross-sells
• Assist in customer onboarding and training
• Identify customer needs and recommend appropriate solutions
• Document customer interactions and follow up with customers
• Ensure customer satisfaction by providing timely and satisfactory resolutions

Benefits

• You’ll join the coolest community of goal-driven people who love what they do and are ready to change the game with innovative decisions
• You’ll have the opportunity to work closely with Roman Sevast and Stacy Pavlyshyna, Founders of Awesomic, YC alumni, and Forbes 30 Under 30 honorees
• You’ll have unlimited prospects to develop as a professional
• You'll benefit from a mental health support program, a work laptop (MacBook), unlimited vacation days, coverage for courses and other learning activities, health insurance, and the ability to work in a hub in Warsaw, Kyiv, or Lisbon