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Know What's in the Air You Breathe

Manager, Customer Success

$120k – $140k • 0.01% – 0.1%
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Do you have a passion for teaching and building relationships with others? Leading our Customer Success Team requires a diverse set of leadership skills, and as a Manager, you’re a master of them all. In our company’s fast-paced, dynamic environment, you exhibit composure as you learn from each new challenge. You build and inspire high-performing teams of unique individuals who deliver positive experiences for customers as they learn and get support. Most importantly, you share the Awair vision for building awareness of the important of indoor air quality. You'll be working directly with the Product and Marketing Teams to build global growth of consumer and enterprise satisfaction, engagement, and loyalty.

Awair aspires to be the company that provides comfort, control, and confidence in indoor spaces. Our mission is to empower our customers with the knowledge, motivation, and confidence to be healthy and thrive in their environments. Awair designs and builds products that complement home or office, while equipping our customers with insights and personalized solutions.

As a Manager, Customer Success , you guide the talent that provides technical support and training to our global customer base. And behind the scenes, you’ll support operations such as inventory management and product improvements insights. You actively build your team - hiring, training, and developing team members in all these disciplines and more. Supporting simplicity is a complex job, and you make it look easy.

Responsibilities
Help build a world-class customer support function with effective managers and a highly engaged team
Implement an analytical, scalable, data-based approach to building Awair’s Support organization, aligning business objectives with broader service strategies
Hire and manage extraordinary customer service professionals, providing them with direction, mentorship, and executional assistance
Work with marketing, sales, data, and product leads to uncover new insights and opportunities for cross-team collaboration
Assist in on-boarding and ongoing support while nurturing long-term partnerships in the B2B space
Understand why customers use Awair and how they can derive more value from the product, and communicate to the internal team
Discover and analyze gaps in the customer experience that may lead to customer attrition. Work cross-functionally with others to address such gaps

Experience and Skills
5+ year of experience with a proven ability to drive amazing customer experiences — and results — through team development
Passionate about customer experience and ability to communicate concisely what customers are experiencing
Flexibility and adaptability in an ambiguous environment, with a curiosity to find answers
A true consulting approach and ability to communicate technical concepts to people of all backgrounds
Engaging personality, polished verbal and written communication skills and meticulous attention to detail
Ability to work cross-functionally in a fast-paced startup environment
Prior experience in customer support at a startup company a plus
Experience working with global teams is a plus

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