We are a fully-remote company with Finalists distributed between the time zones of Eastern Standard Time and Eastern European Time .
If you’re located outside this time zone range, depending on the needs of your team, you may be requested to be available during specific hours.
Although we don’t have an official physical place to work, we promote gathering with your team or other colleagues whenever possible.
🤝 What about your team?
As a key member of our Customer Success team, you will help craft the company’s customer success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. You are passionate about using analytical skills to identify problems, find solutions, and improve relationships. As a Customer Success Manager, you will develop and maintain long-term business relationships by serving as an internal advocate and client liaison.
✨ What will you be doing?
Elevate client relationships to new heights by assuming full responsibility for their success, expertly overseeing onboarding, comprehensive training, fostering rapid adoption, helping with questions, and consistently attaining exceptional levels of customer satisfaction.
Cultivate and sustain a trusted strategic advisor relationship with clients, proactively spearheading the continuous delivery of value and optimizing their utilization of our products and services for maximum benefit.
Engage in seamless collaboration with the creative team to consistently refine and advance customer success strategies, integrating industry best practices, and crafting customer support content that aptly addresses customer requirements, thereby elevating their overall experience.
Maintain a keen awareness of current events and trends within the industry, diligently track and analyze relevant developments, and discern opportunities, potential challenges, and market insights.
Leverage this intelligence to inform and enrich customer success strategies and initiatives, ensuring their alignment with the ever-evolving landscape of our sector.
Showcase exceptional communication skills to proficiently interact with senior-level management, both within the organization and externally, to cultivate a profound understanding of customer needs.
Take proactive ownership of customer success metrics and data management, adhering meticulously to established protocols and guidelines. Ensure the meticulous upkeep of accurate, real-time records, dedicatedly supporting analysis, reporting, and informed decision-making processes.
Evaluate the customer journey, identifying key touchpoints and assessing how they are supported, while adopting a consultative approach to assist clients in overcoming challenges and achieving their goals effectively.
Facilitate seamless interaction and workflow between project team members, including third-party service providers, to ensure timely delivery of all project deliverables, fostering effective collaboration and coordination throughout the process.
Analyze C-Sat/NPS surveys, meticulously identifying areas for improvement and providing actionable insights to drive continuous enhancements in customer satisfaction and loyalty.
Collaborate closely with the sales and marketing teams to effectively gather customer references, conducting in-depth interviews and leveraging customer success stories to develop compelling case studies that highlight the value and impact of our products and services.
💬 Who are we looking for
You have exceptional written and spoken English
You have a minimum of 5+ years of relevant work experience as a customer success manager or customer support specialist
You have Google Workspace experience
You have excellent communication skills
You have strong organizational skills
You can handle confidential information
You have the ability to work swiftly with a high sense of urgency and be comfortable with shifting priorities and deadlines
You are a self-starter, quick learner and highly organized with attention to detail
You have the ability to follow up; know what’s going on at all times and respond quickly
You are flexible, patient, persistent and have a team spirit attitude
Bonus Track!
You have experience using Salesforce, Asana and Customer Success platforms to manage day to day work.
🌟 What do we offer?
100% Remote work (Work from wherever you want!)
Competitive USD salary
High-Speed Internet expenses allowance
Generous Paid time-off (Vacation Time!)
Additional 17 Flex Days (to use in national holidays or personal matters)
Professional Growth Benefits in our E-Learning Platform (Coursera) (take your skills to the next level!) 🚀
People Team Partner (to target your roadblocks and customize an action plan for your career path)
