We are looking for a highly motivated and capable Customer Success Manager to work in a profitable and rapidly growing startup. Come and join us if you are curious, talented, independent and would love to work on a product thats used daily by hundreds of thousands of happy customers. Responsibilities include transforming our Support Department into a Customer Success Team, defining processes, managing the support team, tracking and measuring success (in upsales, reduced churn etc.) and reporting to upper management.
Primary Responsibilities:
Building procedures and protocols for the Customer Success Department.
Reducing the number of tickets while providing excellent customer service.
Improving the customer satisfaction rate while reducing customer wait time
Managing the support team and tracking performance.
Building and managing the online support documentation: FAQ, user manuals, etc.
Being fully committed to getting the users voice heard inside the company.
Being the voice of our customers to the Product and Dev teams.
Reducing churn.
Upselling products.
Increasing WoM.
Meeting personal and company KPIs.
Reporting to upper management.
Requirements:
A passion and ability to build things from scratch.
Self-driven and self-managed.
Goal driven and focused on quantifiable objectives.
Prior experience with integrating SAAS in an organization a must.
Familiarity with Support SAAS products an advantage.
Managerial experience.
Fun to work with a must.
Full-time position only.
Native English speaker an advantage.