Customer Success Manager

Jobe in brief:

As a Customer Success Manager, you will play a pivotal role in ensuring our customers achieve their desired outcomes through our SaaS products, while also contributing to the companys revenue goals.

Role & responsibilities

Customer Retention & Renewals:

• Collaborate with the sales and account management teams to ensure timely renewals and achieve renewal targets.
• Proactively engage with customers to drive satisfaction, value realization, and retention.
• Address challenges or barriers to renewal and strategize for long-term customer success.

Implementation Support:

• Oversee the onboarding and implementation process for new customers, ensuring a seamless experience.
• Act as a liaison between implementation teams and customers to resolve escalations and streamline operations.

Referral Sales & Revenue Targets:

• Drive referral sales by identifying opportunities for upselling and cross-selling within the existing customer base.
• Work closely with the sales team to meet and exceed revenue targets.

Customer Support:

• Resolve SaaS product queries effectively, leveraging your technical expertise and understanding of customer needs.
• Collaborate with product and support teams to ensure timely issue resolution and knowledge-sharing.

Team Leadership:

• Lead, mentor, and manage a team of customer success associates, ensuring alignment with company goals and customer satisfaction objectives.
• Foster a culture of collaboration and continuous improvement within the team.

International Customer Support:

• Provide high-quality support to customers across global markets, adapting communication and service delivery to meet diverse needs.
• Develop strategies to manage international accounts efficiently and ensure consistent service standards.

Preferred candidate profile

• Bachelors degree in Business Administration, Marketing, or a related field.
• 5+ years of experience in customer success, account management, or a related role in the SaaS industry.
• Proven track record of meeting or exceeding renewal and revenue targets.
• Strong experience in handling customer queries for SaaS products, with a focus on issue resolution and customer satisfaction.
• Team leadership experience, with the ability to motivate and guide team members toward shared goals.
• Prior experience in supporting international customers and working across diverse time zones.

Skills & Competencies:

• Excellent interpersonal and communication skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficiency in CRM tools and project management tools.
• Ability to manage multiple priorities and thrive in a fast-paced environment.
• Analytical mindset with the ability to derive insights from customer data to drive success.