Customer Success Manager

Job Description

As a Customer Success Manager, you will be the bridge between our clients and our internal teams, ensuring that customer expectations are exceeded at every touchpoint. You will manage customer relationships to drive retention and growth while ensuring they receive the maximum value from our products and services.

Responsibilities

• Establish and nurture customer relationships to facilitate retention and growth.
• Respond promptly to customer inquiries and resolve any issues that arise.
• Evaluate customer needs and develop tailored strategies to meet their requirements.
• Work closely with the product team to relay customer feedback and influence product development.
• Facilitate customer onboarding and training to maximize product use.
• Monitor customer satisfaction metrics and proactively address concerns.
• Coordinate with internal teams to ensure customer requests are fulfilled timely.
• Lead customer success initiatives to drive engagement and loyalty.

Requirements

Education

• Bachelor's degree in Marketing or related field
• Master's degree preferred

Experience

• 5+ years in customer success, support, or account management roles

Technical Skills

• Customer Relationship Management (CRM)
• Reporting Tools

Soft Skills

• Interpersonal skills
• Analytical Mindset

Certifications

• Certified Customer Experience Professional (CCEP)
• Lean Six Sigma Green Belt

Languages

• English: Fluent

Advantageous

• Experience in software industry: Background in technology or software services to enhance client understanding.
• Familiarity with customer success metrics: Ability to track and report on key performance indicators related to customer success.

Benefits

• Competitive salary with annual raises
• Full medical aid coverage
• Work-from-home options available
• Access to training and workshops

Company Culture

• Transparency: Open communication and transparency in our operations.
• Learning Environment: We cultivate a culture of continuous learning and professional growth.
• Respect and Inclusivity: We value diversity and promote an inclusive workplace where all voices are heard.