Strategic Customer Success Manager - Remote

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Requirements:

• 3+ years demonstrated success in an Account Management, Pre-Sales, or Customer Success role.
• Technical background or experience supporting technical software solutions.
• Committed to customer success and product adoption.
• Proven ability to achieve results while handling expectations effectively.
• Strong organizational skills to manage workflows and a customer portfolio.
• Experience with CRM, CSM, and analytics tools such as Salesforce, Intercom, Gainsight, etc.
• Strong teamwork and collaboration skills in a multidiscipline environment.
• Excellent written, verbal, presentation, and interpersonal communication skills.
• Ability to work independently as part of a remote team.

Responsibilities:

• Act as a day-to-day point of contact and escalation point for customer concerns regarding services.
• Represent customer needs within Zyte by partnering with various teams.
• Coordinate technical requests and avoid escalations by providing timely resolutions.
• Conduct regular service reviews to identify and implement CX improvements.
• Deliver formal status updates on service aspects provided to customers.
• Ensure consistent customer NPS to promote retention.
• Collaborate with Sales teams on renewals and customer expansion proposals.
• Onboard customers to maximize product value and address challenges.
• Identify new customer opportunities and assist Sales in closing active deals.
• Provide voice of the customer input for product enhancements.
• Develop best practices to enhance the Customer Success Program.