Customer Success Manager

Summary

Join Yembo's Customer Success team as a Customer Success Manager and ensure clients maximize the value of our product suite. You will build strong relationships with enterprise clients, optimize their ROI, and proactively address adoption blockers. This is a 3-month, full-time remote contract position requiring occasional travel. Responsibilities include onboarding, managing, renewing, and upselling clients; providing product training; identifying expansion opportunities; and contributing to product development. The ideal candidate possesses strong communication skills, a proactive approach, and experience in customer success or account management.

Requirements

• 2+ years of customer success, or account management with a track record of high performance
• Understand the difference between a customer success role (proactive, strategic) and a customer support role (answering customer requests)
• Embrace tough conversations with challenging customers. The ability to push back on customer complaints and move a narrow conversation into a higher-level strategic discussion, and to root-cause challenges beyond stated issues
• Excellent written and verbal communication skills
• High attention to detail
• Highly proactive
• Efficient time management and ability to prioritize
• Skilled with using various software tools -- G Suite, CRMs like Salesforce, project management tools like Jira/Trello, etc
• Able to work regular US business hours
• Great references

Responsibilities

• On-board, manage, renew, and upsell a book of customers, including owning a net retention rate target
• Teach our customers how to effectively use our products and guide them through the behavior change process
• Uncover adoption blockers for our customers and take targeted actions proactively. Success requires hustle (eg, cold-calling inactive clients) and great communication skills
• Identify expansion opportunities and upsell customers
• Occasionally visit customers on site to build key client relationships
• Record training videos and host webinars
• Debug customer issues and clearly communicate findings to engineering
• Distill customer feedback into thoughtful, succinct product enhancement requests. The CS team plays a key role in defining how our product grows over time

Preferred Qualifications

Bachelor's degree

Benefits

• Salary: $6,500 - $7,500 per month
• Remote work