Customer Success Manager

Job Description

We are actively seeking a Customer Success Manager to enhance our client relationships and ensure successful outcomes. The ideal candidate will tackle customer challenges, advocate for client needs, and lead initiatives that drive satisfaction and retention.

Responsibilities

• Establish and maintain relationships with key stakeholders to ensure success.
• Guide customers through onboarding processes for seamless integration.
• Monitor customer health metrics to proactively prevent churn.
• Act as a customer advocate, providing feedback to internal teams.
• Facilitate regular reviews to assess customer satisfaction and product usage.
• Support clients with issue resolution, ensuring timely and effective solutions.
• Drive initiatives to enhance the overall customer journey.
• Provide insights and reporting on customer engagement trends.
• Identify opportunities for process improvements within the customer success framework.
• Attend industry conferences and networking events to represent the company.

Requirements

Education

• Bachelor's degree in Marketing or related field
• Certification in Customer Success Management is a plus

Experience

• 3+ years of experience in the technology sector

Technical Skills

• Salesforce
• Customer Journey Mapping

Soft Skills

• Empathy
• Negotiation Skills

Certifications

• Certified Customer Experience Professional
• Agile Project Management Certification

Languages

• English: Fluent

Advantageous

• Experience in Account Management: Understanding of account management practices and techniques.
• Familiarity with Agile Methodologies: Knowledge of Agile frameworks and its application in customer success.

Benefits

• Comprehensive health and dental coverage
• Generous pension scheme with employer match
• Flexible work schedules and remote options
• Professional development opportunities

Company Culture

• Employee Recognition: We value and recognise employees' contributions to the success of the team.
• Supportive Management: Our leadership team is dedicated to supporting employees in their professional journeys.
• Community Involvement: We actively participate in community service and charitable events as a team.