Customer Success Manager

We thrive on nurturing relationships and ensuring the success of our clients. Our approach is rooted in agility, data-driven strategies, and a commitment to embodying our core values: Empathy, Innovation, Collaboration, Accountability, and Continuous Improvement. We foster a culture that prioritizes our clients' success, encouraging innovation and growth in a collaborative environment.

Key Responsibilities:

Client Engagement and Retention: Develop and nurture client relationships, understanding their needs, and ensuring the successful utilization of our products/services.
Net Revenue Expansion: Identify opportunities for upselling, cross-selling, and expansion within existing accounts, maximizing net revenue through value-added solutions.
Proactive Communication: Initiate regular check-ins, providing guidance, support, and updates on new features or solutions that align with client objectives.
Problem Resolution: Address client concerns or issues promptly and effectively, collaborating with internal teams to provide solutions and exceed expectations.
Onboarding and Training: Guide clients through onboarding processes, providing training and resources to maximize their use and understanding of our offerings.
Customer Advocacy: Act as a client advocate internally, gathering feedback and insights to contribute to product/service enhancements and developments.
Metrics and Reporting: Monitor client success metrics, track KPIs, and generate reports to showcase value and identify areas for improvement or growth.

Requirements:

Exceptional Communication Skills: Native English for seamless client interaction and written communication.
Experience: Minimum of 1-3 years in a customer-facing role, preferably in a Customer Success or Account Management capacity.
Client Management: Proven track record managing and nurturing client relationships, ensuring satisfaction and retention.
Analytical Skills: Ability to interpret data, understand trends, and derive actionable insights to drive customer success.
CRM Proficiency: Experience using CRM software (Salesforce, HubSpot, etc.) to manage client interactions and track progress.
Empathy and Problem-Solving: Strong empathy for customers paired with a problem-solving mindset to address challenges effectively.
Adaptability and Drive: Ability to thrive in a fast-paced, dynamic environment, displaying initiative and a proactive approach to customer success.

Preferred Qualifications:

Additional Languages: Proficiency in a third language is advantageous.
Familiarity with Tools: Experience with sales and marketing automation tools like Salesforce, HubSpot, or similar platforms.