Senior Customer Success Manager

Summary

Join a fast-growing SaaS company as their next Senior Customer Success Manager! This role is key in supporting customers and ensuring their satisfaction with a new AI-driven platform. You will lead a support team, build customer relationships, host webinars, manage a user community, and resolve inquiries. The position requires at least 3 years of experience in Customer Success or Support within SaaS companies, excellent English communication skills, and strong analytical and multitasking abilities. The role is remote, with a focus on North and South America or Europe. Stock options are a potential benefit. This is an exciting opportunity to make a significant impact on both the product and user experience.

Requirements

• At least 3 years of experience in Customer Success or Support, ideally within SaaS companies
• Excellent English communication skills (C2 level or native proficiency), as most clients are based in North America
• Strong analytical and multitasking abilities
• Ability to work autonomously and take initiative in a fast-paced, remote environment

Responsibilities

• Lead the Support Team: Manage daily operations and oversee 2-3 Customer Support Specialists
• Build Relationships: Cultivate meaningful connections with customers to ensure they fully benefit from the product
• Host Webinars: Educate users through engaging webinars, guiding them on best practices and new features
• Manage the Community: Foster a collaborative and supportive community of users
• Resolve Inquiries: Handle customer inquiries and provide prompt, effective solutions through channels like Slack and Intercom
• Monitor Metrics: Track customer health indicators and address issues before they escalate
• Gather Insights: Share customer feedback with the product team to continually improve the platform
• Strategy Development: Create initiatives that boost customer satisfaction and retention

Preferred Qualifications

• Live in North or South America, or Europe
• Have experience with CRM tools like Intercom or Zendesk
• Have managed customer support specialists
• Have experience in B2C SaaS companies serving a large user base

Benefits

• Stock Options potential
• Remote Work Environment: Join a collaborative and supportive team
• Impact: Be part of a high-growth company revolutionizing how people work