Customer Success Manager

Summary

Join Whalebone, a global cybersecurity company, as a Customer Success Manager and protect millions from cyber threats. You will manage a portfolio of Sub-Saharan and South African telcos, helping them increase the number of users protected by Whalebone solutions. Build strong relationships with key stakeholders, understand their needs, and propose solutions. Utilize data analytics to inform decisions and personalize interactions. Collaborate across departments and strive for continuous improvement. This role requires 3 years of experience in customer success management or telco-related experience, a history of working with enterprise customers, excellent communication skills, strong organizational skills, and a proven track record of building relationships. The position is based in Ghana and involves travel to Sub-Saharan Africa.

Requirements

• 3 years of experience in customer success management OR telco-related experience (presales, product management, key accounts)
• Demonstrated history of working with enterprise customers
• Excellent written and communication skills in English
• Demonstrated organizational skills for effective task management
• Proven track record of building and maintaining professional, long-term relationships
• Will enjoy traveling - Our customers are spread across sub-Saharan Africa with approximately twice-a-month visits
• Based in Ghana

Responsibilities

• Manage your portfolio of telcos and help them to grow the number of protected people using Whalebone solutions
• Become a trusted advisor: Build a strong relationship with key stakeholders, understand their needs and challenges and proactively propose the best possible solution and guide them through its execution
• Share best practices to accelerate their growth and maximize their success
• Utilize customer feedback and data analytics to inform decision-making
• Understanding customer preferences, pain points, and behavior can guide product/service improvements and targeted marketing efforts
• Tailor interactions and offerings to individual customer needs and preferences
• Collaboration across different departments, such as sales, marketing, product development, and customer support, is crucial for a holistic approach to customer success
• Strive for continuous improvement in all aspects of customer engagement
• Regularly seek feedback from customers, measure outcomes, and use the insights to make iterative enhancements

Preferred Qualifications

The French language is nice to have

Benefits

• Meaningful job - protecting everyday people against malware and hackers all around the globe
• Rewarding financial package, including the possibility to choose ESOP as a benefit and a motivating flexible part of the remuneration reflecting long term results
• You will be supported to learn, grow, and gain new experience with us!
• Your opinion will matter to us - discuss your ideas and feedback directly with the CCO or CEO if you feel like they should hear them