Customer Success Manager
Pavago
πRemote - South Africa
Please let Pavago know you found this job on JobsCollider. Thanks! π
Job highlights
Summary
Join Pavago as a highly technical, remote Customer Success Manager (CSM)! You will manage technical support tickets, troubleshoot issues, and collaborate with development teams for swift resolutions. This role demands strong technical skills, excellent communication, and a customer-first approach. Experience in SaaS customer support is essential. You will provide training, proactive account management, and identify opportunities for renewals and upsells. The position offers a fast-paced environment focused on delivering exceptional customer support.
Requirements
- 3-4 years in customer support, technical support, or a similar CSM role in a SaaS environment
- Strong understanding of SaaS applications and troubleshooting techniques
- Excellent verbal and written communication, especially in technical support
- Strong analytical skills, with the ability to quickly resolve customer issues
Responsibilities
- Monitor, assess, and respond to customer support tickets within 15-20 minutes to ensure timely resolution
- Troubleshoot technical issues related to application features, bugs, and system functionality. Provide effective solutions or escalate to appropriate teams when necessary
- Work closely with the development team to escalate complex technical issues, ensuring quick and efficient resolution
- Provide training, guidance, and ongoing support to customers on system features, best practices, and troubleshooting to improve their user experience
- Track, document, and report technical issues, feedback, and resolution processes to help improve the product and enhance customer satisfaction
- Assist in onboarding new customers, guiding them through initial setup, training, and system configuration
- Regularly check in with customers to ensure they are getting the most value from the application and are aware of all relevant updates, features, and enhancements
- Monitor customer usage patterns, identify signs of dissatisfaction or disengagement, and work proactively to resolve potential issues before they lead to churn
- Act as a customer advocate internally, representing their needs and challenges in strategic decision-making processes within the company
- Identify and work with the sales team to drive contract renewals, upsell opportunities, and expand customer usage
Preferred Qualifications
- You have a technical background and enjoy solving complex customer issues
- You thrive in a fast-paced, customer-facing role where quick resolution is key
- You can balance technical expertise with a customer-first mindset to ensure satisfaction
Benefits
Remote work
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Please let Pavago know you found this job on JobsCollider. Thanks! π