Role:Customer Success Manager
Location: work from home
JOB DESCRIPTION:
- Customer Onboarding: Assist new customers in getting started with our product, providing guidance, and training, and ensuring a smooth onboarding process.
- Account Management: Develop and maintain strong relationships with key customer accounts. Act as their main point of contact and advocate within the company. Exploring expansion opportunities and PLS
- Product Expertise: Become an expert in our SaaS product(s) and stay updated on new features and enhancements. Be able to effectively communicate product benefits and solutions to customers.
- Customer Training: Create and deliver training materials and webinars to help customers maximize the value of our product.
- Customer Support: Address customer inquiries, resolve issues, and escalate when necessary. Ensure timely responses to customer support tickets.
- Customer Feedback: Gather customer feedback, case studies, quotes, g2 reviews, and insights to provide input to the product development team for continuous improvement.
- Renewals and Upselling: Monitor customer usage and work on renewing subscriptions. Identify opportunities for upselling and cross-selling additional services or features.
- Customer Success Plans: Collaborate with customers to create and execute customer success plans that align with their goals and objectives.
- Churn Prevention: Proactively identify and address factors that may lead to customer churn. Develop strategies to mitigate churn and increase customer retention.
- Reporting: Maintain and provide regular reports on customer engagement, satisfaction, and product usage to internal stakeholders.
Education Required:
- Bachelor’s degree in a relevant field (Business, Marketing, Computer Science, etc.).
skills required & benefits
- Previous experience in a Customer Success role, preferably within the B2B SaaS industry.
- Strong communication, interpersonal, and relationship-building skills.
- Excellent problem-solving abilities and a customer-centric mindset.
- Proven ability to work independently and as part of a team.
- Familiarity with Customer Relationship Management (CRM) software is a plus.
Note: Availability to work in the PST time zone and accommodate North American customer needs.We keep our Hiring process pretty straight and simple- 1st Round: Assessment to check the problem-solving ability.
- 2nd Round: Call with the Global Recruitment Manager
- 3rd Round: Call with the GTM team
- 4th Round: Call with the Leadership Team
- 5th Round: Reference check and offer
Values that are important to us :- You’re data-driven and customer-focused
- You have excellent communication written and oral (a must-have for remote teams)
- You measure your results & automate when possible
- You get 10% better at something every week
- You have an internal compass and take accountability & initiative
- You thrive in globally distributed, 100% remote teams
Benefits :- Competitive comp
- Work remotely anywhere in your respective country
- Ability to move laterally within a team and grow rapidly
- Paid time off and flexible leave policy
- No boss culture
- Flexible working hours
- LGBTQ+ friendly
- Company Offsites/Virtual Retreats
- Tech reimbursements
