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Customer Success Manager

Posted 2 days agoViewed

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💎 Seniority level: Manager, 4 years

📍 Location: Poland, UTC +1

💸 Salary: 60000.0 - 84000.0 USD per year

🔍 Industry: SaaS

🏢 Company: HeroCoders👥 11-50ComputerWeb DevelopmentWeb AppsSoftware

🗣️ Languages: English

⏳ Experience: 4 years

🪄 Skills: JiraAccount ManagementRelationship managementCRMCustomer supportCustomer SuccessEnglish communicationSaaS

Requirements:
  • Great English communication skills (written, oral, and presentation).
  • At least 4 years of experience in Customer Success for SaaS products.
  • Excel at fostering good relationships, demonstrating empathy, advocating for customers, and inspiring customer loyalty.
  • Can analyze data and customer insights to inform strategic decisions and have a proactive approach to problem-solving.
  • Have a degree of technical ability and are able to quickly familiarize yourself with tech platforms and products.
  • Experience in the Atlassian Ecosystem (particularly with Jira and Jira Service Management).
  • Experience in HubSpot.
Responsibilities:
  • Develop and implement a Customer Success strategy to optimize customer experience and engagement.
  • Proactively engage with customers to understand their needs, challenges, and goals.
  • Act as a trusted advisor, ensuring customers achieve their desired outcomes using our products.
  • Work closely with the customer support team to ensure seamless issue resolution and high satisfaction levels, often also by responding to customers.
  • Monitor customer health metrics and take action to prevent churn. Identify upsell and cross-sell opportunities to drive revenue growth. Create and manage customer success reports to track performance and key metrics.
  • Collect customer feedback to drive product improvements and enhance offerings.
  • Collaborate closely with marketing and product teams to improve customer onboarding and engagement.
  • Build relationships and promote our product offering in the Atlassian Community, also by creating product content
  • Manage and optimize the use of the CRM system to support Customer Success and Marketing activities
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