Customer Success Manager

Key Responsibilities:

• Account Management: Handle a large portfolio of SMB customer accounts, ensuring their needs are met and their expectations are exceeded.
• Onboarding: Guide new customers through the onboarding process, helping them set up and understand our services.
• Proactive Engagement: Regularly check in with customers to ensure they are satisfied and to address any concerns.
• High-Risk Account Identification: Identify high-risk accounts through regular assessments and develop strategies to mitigate churn.
• Assessments and Mitigation: Conduct assessments of customer usage and satisfaction, implementing plans to address issues and prevent churn.
• Account Growth: Work to grow your account base by identifying upsell and cross-sell opportunities within your portfolio.
• Escalation Management: Identify and escalate issues when necessary, ensuring timely resolution to maintain customer satisfaction.
• Quarterly Business Reviews (QBRs): Prepare and lead QBR meetings with customers to discuss their site performance, progress, challenges, and future goals.
• Ticket Handling and Management: Manage and resolve customer inquiries and issues through ticket handling and management systems.
• Customer Communication: Contact customers over the phone and via Google Meet to discuss their needs or address any concerns.
• Customer Advocacy: Act as the voice of the customer within the company, providing feedback to improve our products and services.
• Collaboration: Work closely with sales, support, project management, accounting, engineering, production, and other internal teams as needed to ensure a seamless customer experience.

Qualifications:

• Bachelor’s degree or equivalent experience.
• 1-2 years of experience in customer service, sales, account management, or a related field
• Strong communication and interpersonal skills.
• Ability to manage multiple accounts and prioritize tasks effectively.
• Basic understanding of customer success principles and practices.
• Familiarity with Customer Satisfaction Scores (CSATs) and Net Promoter Score (NPS) is preferred but not required.
• Attention to detail, strong multitasking abilities, and experience in de-escalating difficult situations are preferred skills.
• Proficiency in using CRM software and Microsoft Office Suite.