Jungleworks - Manager - Customer Success (2-5 yrs)
- We are looking for a Customer Success Manager to help build customer loyalty and foster long-term customer relationships by ensuring that customers have a positive experience.
Your Roles and Responsibilities :
Customer Onboarding : Assist new customers in the onboarding process, helping them get started with the software. Provide guidance and support during this crucial phase.
Product Expertise : Develop a deep understanding of our SaaS product(s), staying up-to-date on new features and updates. Use this knowledge to guide customers in leveraging the software to its fullest potential.
Account Management : Own and manage a portfolio of customer accounts. Monitor customer health and usage patterns, identifying opportunities for upsell or cross-sell.
Customer Training : Offer training and resources to customers to ensure they can effectively use the software. This may include one-on-one training sessions or the creation of educational materials.
Customer Support : Address customer inquiries, issues, and requests promptly. Collaborate with the support team to resolve technical problems and ensure a positive customer experience.
Success Planning : Collaborate with customers to develop and implement success plans. Set clear goals and milestones to track progress and ensure the customer is achieving their desired outcomes.
Renewals and Expansion : Proactively engage with customers to secure renewals and identify opportunities for product expansion. Advocate for the customer within the company.
Feedback Collection : Gather customer feedback on their experience with the software. Share this feedback with the product development team to help improve the product.
Data Analysis : Analyze customer data and product usage to identify trends, areas for improvement, and opportunities for increased engagement.
Customer Advocacy: Encourage satisfied customers to become advocates for the company. This might include participation in case studies, testimonials, or referrals.
Reporting : Provide regular reports and updates to management on customer health, usage, and customer satisfaction. Share insights and recommendations for improving the customer success process.
You Should Have :
- Bachelor's degree in a related field (e.g., business, marketing, computer science).
- Previous experience in customer success, account management, or a similar role in the SaaS industry.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and a customer-centric mindset.
- Ability to manage multiple customer relationships simultaneously.
- Proficiency with customer relationship management (CRM) software and data analysis tools.
- A passion for technology and staying up-to-date with industry trends