Remote Customer Success Manager

Summary

The Customer Success Specialist role at Commuty involves managing customer relationships, ensuring their well-being, and making their experience with Commuty the best it can be. Responsibilities include managing newly signed customers during onboarding, managing customer relationships to increase LTV and prevent churn, and making upsells to achieve revenue targets. The Customer Success Specialist will also reinforce the customer support team by being the point of contact for frontline requests and assisting in updating the FAQ page. Qualifications include empathy, good writing, listening, negotiation skills, proactivity, autonomy, excellent interpersonal skills, notions of project management and/or customer support, experience in a SaaS company, rigor, organization, methodology, and a bachelor's degree. The position offers tremendous growth opportunities, the chance to be part of a dynamic team, a cool work environment with remote work options, a salary package based on experience and skills, and the satisfaction of making a positive impact on society and employee well-being.

Requirements

• Empathy, and patience, but with the ability to be firm. Good writing, listening and negotiation skills. Proactive and autonomous. Excellent interpersonal skills. Notions of project management and/or Customer support are assets. Experience in a SaaS company is a plus. Rigorous, well-organized and methodical (results-driven). Bachelor degree in any relevant skills
• Bilingual French / Dutch is a mandatory requirement (and super fluent in English)

Responsibilities

• Manage the Customers. Act as Project Manager for the launch of newly signed Customers. Be responsible for the successful onboarding of our new Customers, once their contract is signed, in collaboration with the sales and tech team. Set up and manage the Customer’s environment in the app. Inform & train the relevant stakeholders of the Customer on the usage of the app. Take ownership of the contract terms and the invoicing management for your Customers together with the Admin Manager
• Manage Customer relationships to increase Customers LTV and prevent churn. Collect regular feedback from your Customers. Propose relevant actions to take or developments to make to the team & Customers. Present new features to our Customers. Increase Customers LTV and reducing churn
• Manage the upsell sales cycle from Feature presentation & demo, offer, negotiation to signature. Collaborate with sales team when needed
• Be the point of contact for frontline support requests. If needed, dispatch the requests to the relevant team members. assist and educate our Customers in how to use our product. update and feed our FAQ page. make suggestions for improving the support process. propose product improvement to try to reduce the support needed for specific functionalities

Benefits

Tremendous growth opportunities. Be a part of a dynamic team focused on taking Commuty to the next level. Cool work environment that is caring, fun, and collaborative. Office in Louvain-la-Neuve & Brussels, with a strong culture of remote work. A salary package in line with your experience and skills. Last but not least, the satisfaction of making a positive impact on society and employee well-being