Customer Success Manager
New
C
CrewBloomSaaS, E-commerce, Finance
Philippines. India. PakistanFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- Data AnalysisSalesforceAccount ManagementCRMCustomer SuccessHubSpot
Requirements
- 3+ years of experience in customer success, account management, or a related field.
- Strong interpersonal and communication skills.
- Excellent problem-solving and conflict-resolution abilities.
- Proficiency in CRM software (e.g., Salesforce, HubSpot).
- Proficiency in customer success tools (e.g., Gainsight, Totango).
- Ability to analyze data to make informed decisions.
- A customer-first mindset with a passion for helping others succeed.
- Primary internet connection (15 Mbps minimum) and backup connection (10 Mbps minimum).
- Primary computer: Intel Core i5 (8th gen+) or Core i3 (10th gen+) or AMD Ryzen 5 with 8GB RAM minimum.
- Backup computer meeting at least Intel Core i3 performance standards.
- Functional webcam, noise-canceling USB headset, and smartphone for verification.
- Quiet, dedicated home office space.
Responsibilities
- Serve as the primary contact for onboarding, training, and ongoing support for customers.
- Build strong relationships with customers to understand their goals and ensure their success.
- Guide new customers through the onboarding process to ensure a smooth implementation of our product/service.
- Conduct product demonstrations and training sessions tailored to customer needs.
- Proactively monitor customer health and engagement, identifying risks and opportunities for expansion.
- Collaborate with sales and marketing teams to identify upsell or cross-sell opportunities.
- Act as the customer's advocate within the organization to resolve issues promptly.
- Coordinate with technical and product teams to address customer feedback and improve user experience.
- Track and analyze key metrics such as Net Promoter Score (NPS), churn rate, and customer satisfaction.
- Provide regular reports and insights to management on customer trends and areas for improvement.
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