Customer Success Manager (US & European Timezones)
Remote (Thailand-based) ... This role involves occasional schedule adjustments to connect meaningfully with clients and teammates across US and European timezones., US and European timezonesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 1.5+ years of experience
- Required Skills
- Project ManagementData AnalysisCustomer Success
Requirements
- 1.5+ years of experience in customer success, consulting or growth, and strategy roles in a start-up or scale-up, preferable in a fast-paced environment
- A firm understanding of app user behavior and trends around community building, social networks and digital platforms
- Strong project management, operations and resource allocation: you are well-organized, and have frameworks to facilitate complex projects and regional initiatives
- Customer centric approach with an ability to drive customer engagement, handle challenges, and deliver exceptional customer satisfaction
- Ability to establish relationships with both internal and external stakeholders
- Data-driven mindset turning stakeholders insights into recommendations and levers for growth
- Strong communicator: ability to present information in an insightful and structured manner, both written and oral
- Curious and able to grasp quickly new concepts, technologies and processes
- A passion for technology and community building, desire to learn about our product and ability to evangelize the company
Responsibilities
- Have regular touchpoints with a portfolio of clients (mainly SMB in Europe and USA & a few enterprise growth accounts), supporting them to successfully leverage social features to achieve their business objectives. Most of the time this translates to supporting them to launch, engage and monetise their in-app community
- Enable our clients to use our product to their fullest potential, supporting increased engagement, curbing runaway churn, and increasing customer loyalty
- Provide direction and support to create content and educational assets on community-led growth with the end goal of enabling our clients and supporting our Marketing team to drive educational initiatives
- Maintain internal knowledge database including customer meeting notes, best practices, data points and product inputs that can be easily accessed by relevant stakeholders
- Closely partner with the sales, product, technical support and demand generation teams to ensure alignment with client enablement and growth goals
- Drive referral marketing activities with our clients
- Support to organize community initiatives for our clients including online webinars, events and digital newsletter
- Represent our company and build relationships with industry stakeholders, in time positioning yourself as a thought leader in the space
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