Customer Success Manager

Responsibilities:

1. Establish strong relationships with customers:

• Proactively engage with customers to understand their goals, challenges, and expectations.
• Serve as the primary point of contact for customers, providing guidance, support, and timely responses to inquiries.
• Regularly conduct business reviews to assess customer satisfaction and identify opportunities for improvement.

2. Drive customer success and retention:

• Develop and implement customer success strategies and initiatives to ensure successful adoption and usage of our SaaS products.
• Monitor customer metrics and key performance indicators (KPIs) to track usage, satisfaction, and retention rates.
• Identify potential risks or issues that may impact customer success and take proactive measures to mitigate them.

3. Collaborate with internal teams:

• Work closely with sales, marketing, and product teams to align customer success efforts with company goals and objectives.
• Provide customer feedback and insights to internal stakeholders to drive product enhancements and improvements.
• Collaborate with the implementation and support teams to ensure a smooth onboarding experience and timely issue resolution.

4. Deliver exceptional customer support:

• Act as an advocate for customers, ensuring their voices are heard and their needs are addressed.
• Handle customer escalations or complaints with empathy and professionalism, working towards a swift and satisfactory resolution.
• Provide training, resources, and best practices to customers to maximize their usage and adoption of our SaaS products.

5. Analyse customer data and provide insights:

• Utilise data analytics and reporting tools to analyse customer usage patterns and behaviour.
• Identify upsell and cross-sell opportunities based on customer needs and usage patterns.
• Prepare reports and presentations to showcase customer success metrics and share insights with internal and external stakeholders.

Requirements:

• Bachelor's degree in Business, Marketing, or a related field (or equivalent work experience).
• Proven experience in customer success or account management roles within the SaaS industry.
• Strong understanding of SaaS products and business models.
• Excellent communication and relationship-building skills.
• Ability to analyse data, identify trends, and make data-driven decisions.
• Demonstrated problem-solving and conflict resolution abilities.
• Strong organisational skills and ability to manage multiple customer accounts simultaneously.
• Technical proficiency and ability to quickly learn new software and technologies.
• Self-motivated, proactive, and results-oriented mindset.
• Ability to work effectively both independently and as part of a team.