Customer Success Manager

Summary

Join our team as a proactive Customer Success Manager, serving as the primary client contact to ensure their success with our products or services. Build strong relationships, understand client needs, and provide ongoing support. Guide new clients through onboarding, conduct training, and proactively monitor customer health. Collaborate with sales and marketing to identify growth opportunities, and act as the client advocate to resolve issues. Track key metrics, report insights to management, and contribute to improving customer experience. This role requires strong communication, problem-solving, and data analysis skills, along with experience in customer success or a related field. We offer a flexible work environment and a culture that values professional growth.

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
• Primary internet connection with a minimum speed of 15 Mbps
• Backup internet connection with at least 10 Mbps
• Backup connection must be capable of supporting work during a power outage
• Desktop or laptop equipped with at least: Intel Core i5 (8th generation or newer) , Intel Core i3 (10th generation or newer) , AMD Ryzen 5 , or an equivalent processor
• A minimum of 8 GB RAM
• Must meet or exceed the performance of an Intel Core i3 processor
• Must be functional during power interruptions
• A functioning webcam
• A noise-canceling USB headset
• A quiet, dedicated home office space
• A smartphone for communication and verification purposes

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