Mitsogo - Customer Success Manager (2-8 yrs)

About Mitsogo | Hexnode

- Mitsogo is a global organization that highly values the contributions of each employee.

- Our ability to attract top talent is a testament to our commitment to fostering a sense of belonging for everyone.

- We recognize the rapid evolution of technology and society that impacts our industry, and we prioritize equipping our employees with diverse opportunities and empowering them with a wide range of skills.

- Hexnode, the Enterprise software division of Mitsogo Inc., was founded to simplify how people work. Operating in over 100 countries, Hexnode UEM empowers organizations in diverse sectors. Fueling the transformation to a seamless ecosystem of connected tools, Hexnode is revolutionizing the enterprise software and cybersecurity landscape.

Job Overview:

- As a Customer Success Manager at Mitsogo, you will be the primary point of contact for our valued clients, ensuring they derive maximum value from our products and services.

- Your role will involve working closely with customers to understand their needs, provide expert guidance, and facilitate successful product adoption and usage.

- You will play a crucial role in building and maintaining strong relationships, driving customer satisfaction, and contributing to our overall success.

Responsibilities:

- Lead onboarding sessions for new customers, ensuring a smooth transition and effective use of our products.

- Develop and deliver training materials and sessions to enhance user proficiency.

- Build and maintain strong, long-lasting customer relationships.

- Serve as a trusted advisor, addressing customer concerns and providing solutions to enhance their experience with our products.

- Monitor customer engagement and product usage.

- Proactively identify opportunities for increasing adoption and utilization of our products.

- Act as the point of escalation for complex issues.

- Collaborate with cross-functional teams, including Product, Support, and Sales, to resolve customer challenges and ensure timely solutions.

- Gather customer feedback and insights to drive product improvements and inform the development roadmap.

- Advocate for customer needs and contribute to the creation of customer-centric solutions.

- Develop and execute customer success plans tailored to each customer's needs and goals.

- Track and report on key performance indicators (KPIs) to measure success and identify areas for improvement.

- Support the renewal process by ensuring continued customer satisfaction.

- Identify opportunities for upselling or cross-selling additional products or services based on customer needs.

Requirements:

- Minimum of 2-8 years of experience in a Customer Success, Account Management, or related role, preferably in the IT security or software industry.

- Willing to work in US shift

- Strong interpersonal and communication skills with the ability to build relationships at all levels of an organization.

- Excellent problem-solving abilities and a proactive, customer-centric approach.

- Familiarity with IT security products and concepts is a plus.

- Ability to quickly learn and understand complex technical products and solutions.

- Comfortable using CRM software (e.g., Salesforce), customer success platforms, and other relevant tools.

- Basic technical understanding of software and security solutions is advantageous.

- Master's degree in Business, Technology, or a related field.

- Relevant certifications or continued education in customer success or IT security is a plus