Customer Success Manager

Summary

Join a small but growing team of Customer Success Managers and elevate client relationships to new heights. Assume full responsibility for client success, overseeing onboarding, training, and adoption. Cultivate trusted advisor relationships, proactively delivering value and optimizing product utilization. Maintain industry awareness, track developments, and leverage insights to inform strategies. Showcase exceptional communication skills with senior management, both internally and externally. Proactively manage customer success metrics and data, ensuring accurate record-keeping. Evaluate the customer journey, identify key touchpoints, and assist clients in overcoming challenges. Analyze surveys to identify areas for improvement and drive continuous enhancements. Collaborate with sales and marketing teams to gather customer references and develop compelling case studies.

Requirements

• You have exceptional written and spoken English
• You have a minimum of 2+ years of relevant work experience as a customer success manager or relatable experience
• You have Google Workspace experience
• You have excellent communication skills
• You have strong organizational skills
• You can handle confidential information
• You have the ability to work swiftly with a high sense of urgency and be comfortable with shifting priorities and deadlines
• You are a self-starter, quick learner and highly organized with attention to detail
• You have the ability to follow up; know what’s going on at all times and respond quickly
• You are flexible, patient, persistent and have a team spirit attitude

Responsibilities

• Elevate client relationships to new heights by assuming full responsibility for their success, expertly overseeing onboarding, comprehensive training, fostering rapid adoption, helping with questions, and consistently attaining exceptional levels of customer satisfaction
• Cultivate and sustain a trusted strategic advisor relationship with clients, proactively spearheading the continuous delivery of value and optimizing their utilization of our products and services for maximum benefit
• Maintain a keen awareness of current events and trends within the industry, diligently track and analyze relevant developments, and discern opportunities, potential challenges, and market insights
• Leverage this intelligence to inform and enrich customer success strategies and initiatives, ensuring their alignment with the ever-evolving landscape of our sector
• Showcase exceptional communication skills to proficiently interact with senior-level management, both within the organization and externally, to cultivate a profound understanding of customer needs
• Take proactive ownership of customer success metrics and data management, adhering meticulously to established protocols and guidelines. Ensure the meticulous upkeep of accurate, real-time records, dedicatedly supporting analysis, reporting, and informed decision-making processes
• Evaluate the customer journey, identifying key touchpoints and assessing how they are supported, while adopting a consultative approach to assist clients in overcoming challenges and achieving their goals effectively
• Analyze C-Sat/NPS surveys, meticulously identifying areas for improvement and providing actionable insights to drive continuous enhancements in customer satisfaction and loyalty
• Collaborate closely with the sales and marketing teams to effectively gather customer references, conducting in-depth interviews and leveraging customer success stories to develop compelling case studies that highlight the value and impact of our products and services

Preferred Qualifications

You have experience using Salesforce, Asana and Customer Success platforms such as Vitally to manage day to day work

Benefits

• 100% Remote work (Work from wherever you want!)
• Competitive USD salary
• High-Speed Internet expenses allowance
• Generous Paid time-off (Vacation Time!)
• Additional 17 Flex Days (to use in national holidays or personal matters)
• People Team Partner (to target your roadblocks and customize an action plan for your career path)
• Buddy Program
• Virtual After-Office Activities
• Diverse Culture & Inclusive environment
• Benefits Package [if applicable]
• Paid Family Leave [if applicable]