Customer Success Manager

We are looking for a Customer Success Manager with 3-4 years of experience in B2B SaaS industry. You will play a key role in building strong customer relations to improve their customer experience, boost customer retention, and introduce them to new products and services that enhance their business performance.

Roles and responsibilities

• Engage with the customer to understand their objective, and provide strategic guidance and timely support to ensure fast Time to Value (TTV).

• Maintain regular and proactive communication with the customer to keep them engaged. Encourage them to regularly use the product by increasing user adoption of the product.

• Build customer loyalty and reduce churn by catering to their evolving needs, helping them meet their business objective.

• Develop a well-researched strategy and execute the same to meet the established customer retention goals.

• Use various channels to share constant and transparent communication about the product to earn the customer’s trust.

• Be the bridge between the customer and the company; advocate for the needs of our customers when introducing new features or updates.

• Managing accounts and business development activities with existing and new clients, with continuous on-the-go support and services for all existing clients.

• Provide a seamless onboarding experience and comprehensive assistance in setting up and navigating the product.

• Assess customer data, complaints and concerns to improve the overall customer experience.

• Assist in the creation of relevant training courses and educational materials.

• Establish clear process milestones for the customer based on their goals and monitor the same for success.

Must have

• 3-4 years of experience in customer success or a similar role. Should have work experience in the B2B SaaS domain and handling US or UK customers.

• Proven ability to build and nurture long-term relationships with customers.

• Experience in effectively managing customer expectations and providing satisfactory service.

• Have a customer-first mindset and prioritise what matters to them.

• Ability to listen actively to the customer, and understand their concerns or feedback to provide proper assistance.

• Persuasiveness to encourage customers to adopt the new features or recommended solutions.

• Proactiveness in identifying and resolving potential issues a customer might encounter.

• Ability to collaborate and lead cross-functional teams to deliver excellent customer experience.

• Empathetic and perceptive to understand the customer’s needs and offer timely assistance.

• In-depth product knowledge to provide effective guidance and support.

• Exceptional written and verbal communication skills.

• Efficient time management to meet customer needs in a timely manner.

Good to have

• Strong industry knowledge to ensure our practices and processes are aligned with the industry standards.

• Ability to educate customers on product usage and mentor team members to support their growth.

• Proficient in promoting the brand and the product through meaningful customer interactions.

• Creative thinking skills to come up with innovative solutions for problems faced by our customers.

Workspace requirements

• Private workspace with the ambience to handle calls.

• Ready for a video call at all times. Video calls are an integral part of maintaining human connection while working from Anywhere.

• Good Internet speed (above 50 MBPS download and upload) with the ability to be wired (LAN).

• Power backup in case of frequent power cut issues.

About us

We are a Portland-based SaaS product company on a mission to empower businesses to work from Anywhere. Our global team of engineers, designers, testers, product experts, customer experience associates, and marketers come together to create a better way to work. Our products and services help businesses to be more productive, flexible, and scalable. Together, we can change the way the world works!