Customer Success Manager

Summary

Join Multilogin as a Customer Success Manager and play a key role in ensuring customer success with our stealth browsing technology. You will be responsible for customer retention, satisfaction, and growth, working closely with high-value clients. This position offers a share of renewals and upsells in a rapidly growing SaaS environment. You will collaborate with the sales team, collect customer feedback, and identify upsell opportunities. The ideal candidate will have 3+ years of experience in customer success or account management, excellent communication skills, and proficiency with CRM systems and technical concepts.

Requirements

• 3+ years in customer success/ account manager or related customer support roles
• Fluent English, exceptional communication and presentation skills, capable of effectively articulating ideas and strategies
• Proficiency in identifying upsell and cross-sell opportunities and driving revenue growth from existing accounts
• Experience with CRM systems and customer success tools
• Ability to understand and explain complex technical concepts, including proxies, scripting and automation in general
• Proven ability to build and maintain strong, long-term client relationships
• Strong analytical skills, with a propensity for data-driven decision-making
• Proficiency with digital sales tools and approaches, as well as Agile development methodologies and tools (e.g., JIRA, Confluence)

Responsibilities

• Reduce customer churn while driving a growth in retention and NPS
• Effectively manage and nurture a portfolio of existing client accounts, ensuring their ongoing satisfaction and success
• Provide onboarding and post-sales support to ensure customer success and proper deployment for cutting-edge use cases
• Take care of reactivation of churned customers
• Collaborate closely with clients to understand their business needs and objectives, aligning the use of solutions to help them achieve their goals, develop and maintain strong relationships with high-value customers
• Identify opportunities for upsell, customer education and full product adoption
• Work inside the sales team and ensure a smooth transition from sale to post-sale management of accounts and identify customer success stories and referrals
• Collect and analyze customer feedback to inform product development, marketing and technical support on how they can optimize and improve their strategies