Customer Success Manager

Job Description

We are on the lookout for a passionate Customer Success Manager to lead our customer engagement efforts in East London. The successful candidate will play a critical role in ensuring customer satisfaction and retention, providing essential support to our clients, and liaising with various departments to ensure a seamless customer journey.

Responsibilities

• Lead customer success initiatives focused on improving user satisfaction.
• Track and report on key performance indicators related to customer satisfaction.
• Facilitate feedback loops with internal stakeholders to better meet customer needs.
• Organize and lead customer success workshops and events.
• Assist in the development of customer success content and resources.
• Ensure that customer interactions are documented accurately in the CRM system.

Requirements

Education

• Bachelor's degree in Marketing or related field
• Strong familiarity with technical products is preferred

Experience

• 5+ years of experience in a similar role with a strong focus on customer experience

Technical Skills

• Project Management Tools (e.g., Asana, Trello)
• Presentation Software (e.g., PowerPoint, Google Slides)

Soft Skills

• Interpersonal skills
• Time management

Certifications

• Certified Customer Experience Professional (CCEP)

Languages

• English: Fluent

Advantageous

• Previous experience in a leadership role: Demonstrated leadership skills in managing customer success teams.
• Familiarity with agile methodologies: Knowledge of agile practices in project management.

Benefits

• Comprehensive health benefits and retirement plans
• Flexible working hours and remote work options
• Employee assistance programs
• Regular team-building activities and social events

Company Culture

• Innovative Spirit: We encourage innovative thinking to improve our processes and customer experience.
• Community Involvement: Our team actively participates in community service and outreach programs.
• Team Empowerment: We empower our employees to take ownership of their roles and make impactful decisions.