Customer Success Manager

• North America
• Full Time

Job description

Note – Applicants with prior experience managing US clients and willing to work in US time zone are preferred for this role.

Overview:

We’re seeking highly motivated Customer Success professionals with experience in managing US based clients for customer success, customer relationship management, Key account management or similar roles with SaaS based companies. Experience in handling a multitude of customer facing roles will be an advantage.Pre-Sales role in a B2B SaaS or Tech Product is highly preferred.

The key objective of this role is working with customers to ensure they’re receiving the tools and support needed to achieve their goals and be successful.

This includes advising them and handholding them at various stages of their lifecycle with the company. We expect our Customer Success team to have an in-depth understanding of the customers’ needs and be responsible for communicating common customer behaviors to the sales, marketing, and product teams.

Key Responsibilities:

• Serve as the primary contact for the onboarding and training of new customers, as well as go-live and post go-live support.
• Collaborate with the engineering and development team to configure the product as per customers’ requirements and troubleshoot technical issues raised by customers.
• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow business with existing customers and expand our customer base.
• Account management including being the main point of contact between the company and a number of named enterprise accounts.
• Encouraging customer advocacy through internal NPS surveys, analyze customer health metrics, external reviews, case studies, testimonials, and referrals
• Represent the voice of the customer to provide input into the products, marketing and sales process.
• Collaborate closely with team members to support renewals and expansion opportunities.
• Create policies and procedures that optimize the customer experience.
• Making customers aware of resources such as knowledgebase articles, tutorials, how-to videos, and webinars.
• Analyzing customer data and helping them discover aspects of the product that are most beneficial to them.
• Firefighting during account escalations.