we are growing and is looking for a talented individual with a diverse skill-set to join our Customer Success Team.
As a Customer Success Manager , you will manage enterprise & mid market accounts, guiding and supporting them through their journey with our software solution. Your role will be pivotal in configuring the software to address the specific needs of the customer, maximizing the value they derive from our solution. You will be the primary point of contact for the customer, ensuring their needs and feedback are directly addressed to maintain and enhance their satisfaction and retention.
This role requires a blend of technical know-how, customer advocacy, and business acumen to ensure that clients receive the highest level of service and satisfaction.
Key Responsibilities:
Develop and maintain strong relationships with enterprise & mid market customers, understanding their business needs and challenges.
Plan and create a detailed customer journey tailored to the customer, ensuring a seamless experience at every stage.
Act as the primary point of contact for your accounts and as Tier1 & 2 Support, ensuring a seamless customer experience.
Conduct onboarding and training sessions tailored to the customers needs to maximize their understanding and effective use of the platform.
Develop customized training materials and documentation specific to their use-case.
Work closely with the T1 CS team and serve as the primary liaison between the customer and our internal teams, ensuring that all issues, requests, and feedback are promptly addressed.
Hold regular strategy meetings with internal and external stakeholders to ensure ongoing satisfaction and to identify potential areas for further service and feature expansion.
Manage and report on key success metrics for the accounts, including User engagement, Retention, Health score, NPS, Qualitative Customer Feedback, CES, CSAT and more
Travel (abroad) may be required to customer locations for meetings, training, and the launch of new locations to ensure the highest level of service and satisfaction.
Requirements: At least 2 years of experience in customer success within a SaaS environment, with a focus on enterprise & mid market accounts.
Tech-savvy with a solid understanding of SaaS solutions (non-coding aspects).
Prior experience with CRM tools is essential.
Familiarity with WMS, OMS, or TMS systems is an advantage.
Advantage - Prior experience as an account manager
Advantage - Experience working in a CPG or logistics company is an advantage.
Excellent communication skills in English, both written and spoken.
Speak additional languages such as Spanish at a business conversational level - a unique advantage.
This position is open to all candidates.
