Customer Success Manager

The Customer Success Manager (CSM) works directly with customers to ensure they are getting the most out of their Peasy subscription. They create policies and procedures that optimize the customer experience. Furthermore, the Customer Success Manager acts as a liaison between service and sales, incorporating product expertise and customer feedback. In order to succeed in this role, this person needs:

• In-depth knowledge of the product or service
• Understanding of the customer and their needs
• Skills to proactively orchestrate the customer’s journey towards their goals

Responsibilities

• Establish clear client retention goals
• Design the SOP and workflow for customer onboarding and retention
• Collaborate with content team to keep our knowledge base content up-to-date
• Assist in creating training courses and educational materials
• Making customers aware of resources such as knowledgebase articles, tutorials, how-to videos, and webinars
• Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices
• Analyzing customer data and helping them discover aspects of the product that are most beneficial to them
• Carrying out periodic health checks to avoid churn
• Continuously develop and refine our playbook.
• Work with analytics to understand customer behaviours and develop automated workflow
• Account management and renewals
• Keeping customers updated on changes to the product they’re using, new features, and new products they might find useful
• Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals
• Upselling and cross-selling through review of customers’ progress‍

Qualifications

• At least 3 years of experience in a customer success role within a software/SaaS company. You have experience in driving user onboarding, adoption and upselling
• Advantageous if you have previous experience in managing and orchestrating tech-touch customer success
• Advantageous if you have previous experience with either tech or low touch customer success
• Advantageous if you have previous experience with BI and Analytic
• Advantageous if you have previous experience with Customer Success Platforms
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
• Strong interpersonal skills.
• Strong English language proficiency, both verbal and written.
• Experience building strong internal and external relationship