Customer Success Manager

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Requirements:

• Degree in computer science, business or relevant experience and authorisation to work in the country of hire.
• 2 - 3 years’ experience in system implementation or change management, supporting a range of customers from SMB to Enterprise customers
• Minimum 2 years working in a SaaS and Enterprise software company.
• Minimum of 3 years in a Customer Success Manager/Relationship Manager/Account Manager role.
• Experience working with clients in the AML/KYC domain is preferred.
• Excellent communications and interpersonal skills
• Excellent organisational, analytical and problem-solving skills
• Demonstrated client relationship, communication and presentation skills
• Ability to travel (travel between our office and client premises may be required.

Responsibilities:

• Build and maintain strong relationships with customers, understanding their specific needs and goals.
• Guide new clients through the onboarding process and ensure they understand how to effectively use the Ripjar product.
• Identify and address potential issues before they escalate, providing solutions and support.
• Collaborate with other departments in the company to achieve customer satisfaction and resolve customer issues in a timely fashion.
• Help customers understand and realise the full value of the product and how it aligns with their goals.
• Track key performance indicators (KPI’s) and provide reports on customer health and satisfaction.
• Lead customer engagement initiatives such as executive business reviews and feature request meetings, etc.
• Collaborate closely with Product and Engineering to improve the product and user experience, based on feedback gathered from customers.
• Work with Sales to identify opportunities to up-sell and cross-sell additional product.
• Enhance customer training programs.
• Support the SVP, Head of Global Customer Success in the build out of the function.