Customer Success Manager (Onboarding)

Summary

Join our growing team as a full-time Customer Success Manager to own client relationships, drive efficiency, and deliver exceptional service to our users.

Requirements

• 1-2 years of relevant experience in a related area, such as Customer Success or Account Management
• Minimum of 1-year experience working in a Customer Success role at a SaaS company
• Experience with working with customer data to identify and follow up with customers who are high priority, at-risk or need to grow
• Experience in conducting a EBRs and account reviews
• Empathetic to customer needs, and serve as a trusted adviser
• Be hungry, quick to learn, and quicker to execute
• Be a good communicator, both verbal and written. Able to explain concepts clearly and concisely
• Have a long-term vision of working and growing with a successful start-up and stay with the team for at least 2 to 4 years
• Detail-oriented. Keeping track of notes in our CRM is a must
• Must have a high-speed and stable primary and backup internet connection ( at least 10 Mbps ). Please note that we will require you to submit a document showing a screenshot of your speed test results

Responsibilities

• Be an expert in ShiftCare, so you can guide users and answer their questions
• Keep track of client activity, notes, and next steps clearly inside of HubSpot and ChurnZero
• Maintain a portfolio of clients and conduct regular check-ins in line with set KPIs
• Create content, including webinars, videos, training, check-in articles, documents, email templates, and other resources that make it easier for clients to grasp complex concepts
• Pro-actively analyse customer product usage and evaluate account health
• Translate customer data into appropriate actions
• Coordinate resources to drive feature adoption
• Communicate with clients about new features and product releases
• Effectively communicate customer feedback to ShiftCare Product team
• Cross-department collaboration, including but not limited to Support, Sales, Product, and Marketing
• Escalate issues as needed. Have judgment on what is user error, poor training, bugs in the product, and feature request
• Use data and what you discover from client interactions to identify growth and expansion opportunities
• Work closely with the Operations team to drive growth for clients who want to expand
• Introduce clients to features that are not yet used or newly released
• Work closely with the head of CS to develop and prioritise a list of key and strategic process improvement projects and initiatives for the Customer Success team, aimed at increasing core KPIs, team efficiency, and customer satisfaction
• Champion software and constantly evaluate usage to make sure our customers are fully utilising product features