Posted on October 25, 2020 By hr_proftit

Customer Success Manager

Job Description:

Our Customer Success Manager will be leading our B2B customers, provide effective guidance and will be responsible for onboarding new customers by engaging executive teams in the launch, driving ongoing adoption, and managing customer life cycle.

Responsibilities:

  • Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
  • Delivering and communicating ROI for our clients, throughout the customer lifecycle
  • Being the trusted partner for the customer on use-case and product functionality
  • Understand customer outcomes by communicating with customers, analyze customer health metrics
  • Represent the voice of the customer to provide input into every core product, marketing and sales process
  • Collaborate closely with team members support renewals and expansion opportunities
  • Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support
  • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base

Requirements:

  • 3+ years customer success or account management experience in a SaaS or software company.
  • Proven track record of working in a customer facing role
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step training & assistance, both written and verbal
  • Knowledge of customer service principles and practices
  • Multi-tasking capabilities
  • Strong analytical skills, with the ability to translate data into insights
  • Experience with Excel
  • High proficiency in English