Customer Success Manager

Job Description

We are seeking a Customer Success Manager to ensure our clients achieve their desired outcomes using our products. In this role, you'll be the primary point of contact for clients, building lasting relationships and providing expert guidance on product usage.

Responsibilities

• Champion the voice of the customer within the organisation.
• Assist customers in resolving technical issues and product complexities.
• Facilitate quarterly business reviews with key customers.
• Create and maintain customer success plans to track progress and outcomes.
• Support the development of customer success best practices and processes.

Requirements

Education

• Bachelor's degree in a relevant field
• Relevant certifications (e.g., Customer Success Management) preferred

Experience

• 5+ years of experience in a customer-facing role, preferably in tech

Technical Skills

• Project Management Tools (e.g., Asana)
• Technical Support Experience

Soft Skills

• Empathy
• Negotiation Skills

Certifications

• Certified Customer Success Manager (CCSM)

Languages

• English: Fluent

Advantageous

• Knowledge of customer experience best practices: Understanding of the latest trends in customer support and success.
• Familiarity with project management methodologies: Knowledge of Agile and Scrum principles.

Benefits

• Comprehensive health and wellness package
• Flexible working hours
• Remote work options available after probation
• Employee recognition and rewards programme

Company Culture

• Focus on Growth: We encourage continuous learning and professional development for all employees.
• Respect for Diversity: We celebrate diversity and strive to create an inclusive workplace.
• Work-Life Balance: We promote a healthy work-life balance for our employees.