Digital Customer Success Manager

Summary

Join CloudTalk, a Series B SaaS company, as their Digital Customer Success Manager and become a key member of their global Customer Success Team. Work 100% remotely and focus on improving customer engagement and adoption of CloudTalk's AI-powered business communication platform. You will onboard new customers, proactively identify and prevent roadblocks, analyze product usage data, and act as a product expert. This role requires strong analytical skills, technical aptitude, and experience in client services or customer success. CloudTalk offers a vibrant global community, excellent growth opportunities, and numerous benefits including unlimited paid time off, a home office budget, and professional development opportunities.

Requirements

• Excellent problem-solving and analytical skills with strong data fluency and an ability to drive outcomes through scalable methods
• Ability to understand data through Excel/Sheets/BI dashboards
• Technical aptitude enabling deep product understanding with a product-first mindset
• Understanding of the business calling industry and software
• Business acumen to identify opportunities to advocate for higher tier plans
• Experience in a client services, onboarding or customer success role
• Fluency in English

Responsibilities

• Take on new customers from Sales, understand their pain points, use cases and stakeholders quickly and help set them up for success
• Reduce time to value by tailoring product use cases to different personas
• Stay in touch with portfolio customers through a scalable 1:many approach, tapping into upcoming opportunities and preventing roadblocks, keeping in mind renewal timelines
• Interpret product usage data using Zendesk and Velaris to proactively drive outcomes
• Act as a product expert, guiding customers through advanced features and workflows, showcasing product value effectively
• Stay familiar with the product roadmap and utilize it to drive customer growth. Link product capabilities to ROI
• Contribute to the aggregation of feature requests by categorizing & labeling customer conversations
• Quantify product ideas by criticality, frequency and customer size

Preferred Qualifications

• Having used Zendesk, Custify, Planhat, Velaris or Hubspot
• Additional language

Benefits

• 1-1 Coaching sessions with our resident communications advisor
• Leaders Academy & Learning and Development Budget
• Unlimited Paid Time Off
• Volunteering Days
• Home office budget
• MacBook for work
• Recharge Fridays once per quarter
• Fitness Allowance
• Referral bonuses
• Virtual & physical team buildings
• Company merchandise