Customer Success Manager

Summary

Join our dynamic team as a Customer Success Manager! You will be the primary point of contact for our clients, ensuring their success with our products or services. Responsibilities include onboarding, training, providing ongoing support, and building strong client relationships. You will also monitor customer health, identify growth opportunities, and resolve issues. This role requires 3+ years of experience in a related field, strong communication skills, proficiency in CRM software, and data analysis abilities. We offer a flexible work environment, allowing you to work from home or any location of your choice, promoting a healthy work-life balance.

Requirements

• 3+ years of experience in customer success, account management, or a related field
• Strong interpersonal and communication skills
• Excellent problem-solving and conflict-resolution abilities
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Totango)
• Ability to analyze data to make informed decisions
• A customer-first mindset with a passion for helping others succeed
• At least 15mbps for the main internet and at least 10mbps for backup
• A desktop or laptop that has an i5 processor with at least 8 GB RAM and an i3 processor for backup
• Note: Back-ups should still be able to function when there is a power interruption
• A webcam
• Noise-canceling USB Headset
• Quiet, Dedicated Home Office
• Smartphone

Responsibilities

• Serve as the primary contact for onboarding, training, and ongoing support for customers
• Build strong relationships with customers to understand their goals and ensure their success
• Guide new customers through the onboarding process to ensure a smooth implementation of our product/service
• Conduct product demonstrations and training sessions tailored to customer needs
• Proactively monitor customer health and engagement, identifying risks and opportunities for expansion
• Collaborate with sales and marketing teams to identify upsell or cross-sell opportunities
• Act as the customer's advocate within the organization to resolve issues promptly
• Coordinate with technical and product teams to address customer feedback and improve user experience
• Track and analyze key metrics such as Net Promoter Score (NPS), churn rate, and customer satisfaction
• Provide regular reports and insights to management on customer trends and areas for improvement

Preferred Qualifications

Experience in the SaaS, e-commerce, or finance industry is a plus

Benefits

• Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment
• Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best