Senior Customer Success Manager

Summary

Join Chaiz as a Senior Customer Success Manager and play a pivotal role in ensuring customer satisfaction and retention. You will manage and nurture customer relationships, oversee the customer support team and call center, and contribute to the development of client dashboard, gamification, loyalty, and referral programs. This remote or Austin-based position requires a minimum of 5 years of experience in customer success or account management, including experience managing a customer support team and call center. Strong communication, analytical, and problem-solving skills are essential, along with proficiency in CRM software. The ideal candidate will thrive in a fast-paced environment and possess an innovative mindset.

Requirements

• Minimum of 5 years of experience in customer success or account management, preferably in a tech startup
• Experience managing a customer support team and call center is required
• Exceptional communication and interpersonal skills, with the ability to build and maintain strong relationships with customers and internal teams
• Strong analytical and problem-solving skills, with the ability to think strategically and execute tactically
• Proficiency in using CRM software and other customer success tools
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and business needs

Responsibilities

• Develop and maintain strong relationships with key customers, acting as their primary point of contact and trusted advisor
• Address and resolve customer issues and concerns in a timely and effective manner, ensuring a high level of customer satisfaction
• Gather and analyze customer feedback to provide insights to the product and development teams, contributing to the continuous improvement of our offerings
• Develop and execute strategies to maximize customer retention and contract renewals, identifying at-risk accounts and implementing proactive measures to retain them
• Oversee the customer support team and call center, ensuring that all customer inquiries and issues are handled efficiently and effectively
• Recruit, train, and manage the customer support team, fostering a positive and productive work environment and promoting professional growth and development
• Assist the expansion of our client dashboard post-purchase, providing customers with an easy-to-use interface to manage their warranties and track benefits
• Co-design gamification and loyalty programs to engage customers, increase retention, and encourage repeat business
• Help develop and launch referral programs to incentivize customers to refer new users to Chaiz, driving growth through word-of-mouth marketing

Preferred Qualifications

Innovative mindset with a track record of developing and implementing successful customer engagement programs