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Customer Success Manager

    We’re looking for an experienced Customer Success Manager who will oversee a portfolio of assigned customers and liaise with cross-functional internal teams to manage and constantly improve the customer experience.

    The ideal candidate is very passionate about customer service and has a natural desire to provide prompt, friendly, helpful, and professional support. A solid technical background is preferred – you don’t need to know how to read or write code – but you understand basic technical terminology and can have a comfortable conversation with a SaaS company about what they do and their business objectives.

    This is a long-term, remote position. Preference will be given to candidates able to work within Western European or North American time zones. A reliable internet connection is required. We offer a base pay + performance-based commission.

    Day-to-Day Responsibilities

    Have deep, working knowledge of the product, with the ability to conduct product walk-throughs, answer customer questions and troubleshoot issues
    Serve as the end-to-end, main point of contact for all customer account matters, including conducting onboarding calls and maintaining regular phone and email communication
    Review campaign performance, strategize with the internal team on potential areas of improvement, and present that to the customer
    Follow existing processes and identify areas of improvement
    Liaise with campaign and technical team through the CRM and maintain clear and comprehensive account notes
    Drive retention and growth among existing customers.

    Requirements

    Impeccable English (written and verbal)
    Previous Customer Support or Account Management experience
    Decent technical knowledge – You feel comfortable speaking to a SaaS company about their business
    LinkedIn experience – Beyond having a profile, you know how LinkedIn functions and could give an overview of all the features
    Strong organization skills – You are process-oriented and like to create your own systems to stay organized so nothing slips through the cracks
    Strong communication skills – You’re a great listener, good negotiator and have strong presentation skills
    Sharp attention to detail – Nothing gets past you. You can see the big picture and small details all at once
    Prior remote experience – Or the ability to work independently and successfully liaise with a distributed team
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