Senior Customer Success Manager
October 31
Description
• We are excited to help a fast-growing SaaS company scale by finding their next Senior Customer Success Manager! • This innovative platform consolidates tasks and calendars, offering individuals and businesses a seamless productivity experience. • As a Senior Customer Success Manager, you’ll play a key role in supporting customers and ensuring their satisfaction. • With new AI-driven features launching soon, this is an exciting time to join the team and make a significant impact on both the product and user experience. • Key Responsibilities: • Lead the Support Team: Manage daily operations and oversee 2-3 Customer Support Specialists. • Build Relationships: Cultivate meaningful connections with customers to ensure they fully benefit from the product. • Host Webinars: Educate users through engaging webinars, guiding them on best practices and new features. • Manage the Community: Foster a collaborative and supportive community of users. • Resolve Inquiries: Handle customer inquiries and provide prompt, effective solutions through channels like Slack and Intercom. • Monitor Metrics: Track customer health indicators and address issues before they escalate. • Gather Insights: Share customer feedback with the product team to continually improve the platform. • Strategy Development: Create initiatives that boost customer satisfaction and retention.
Requirements
• At least 3 years of experience in Customer Success or Support, ideally within SaaS companies. • Excellent English communication skills (C2 level or native proficiency), as most clients are based in North America. • Strong analytical and multitasking abilities. • Ability to work autonomously and take initiative in a fast-paced, remote environment. • Bonus Points If You: • Live in North or South America, or Europe. • Have experience with CRM tools like Intercom or Zendesk. • Have managed customer support specialists. • Have experience in B2C SaaS companies serving a large user base.
Benefits
• Stock Options potential. • Remote Work Environment: Join a collaborative and supportive team. • Impact: Be part of a high-growth company revolutionizing how people work.
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