Customer Success Specialist
Propelus
Customer Success Manager, EMEA
Hypatos
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Building and nurturing strong relationships with clients, acting as their primary point of contact
- Collaborating with clients to understand their business goals, challenges, and aligning our solutions to their needs
- Designing and implementing tailored success plans to drive client adoption, expansion, and retention
- Proactively identifying upsell and cross-sell opportunities to promote the growth of our customer accounts
- Developing and documenting scalable processes, best practices, and playbooks for the CSM team
- Monitoring customer health and engagement metrics, taking proactive steps to mitigate any potential risks
- Conducting regular business reviews with clients to showcase their ROI and addressing areas of improvement
- Coordinating internal cross-functional teams to ensure timely issue resolution and service delivery
- Serving as the voice of the customer, providing feedback to the product and marketing teams for continuous improvement
- Keeping abreast of industry trends and best practices in customer success to drive innovation within the team
Requirements
- A bachelor's degree in a relevant field or equivalent practical experience
- A minimum of 3-4 years of hands-on experience in a CSM or CSM Ops role, with a focus on SaaS products
- Proven track record of creating and implementing customer success processes, playbooks, and strategies
- Strong understanding of customer lifecycle management, with the ability to drive adoption and retention
- Exceptional communication and presentation skills, with the ability to convey complex ideas clearly
- Analytical mindset with the ability to interpret customer data and derive actionable insights
- Proactive problem-solving skills and the ability to navigate challenging situations diplomatically
- Team player mentality with the capacity to collaborate effectively across cross-functional teams Nice to have:
- Account Payable or fintech experience is a plus
- Experience in analysing Finance processes is a plus
- Certification in customer success (e.g., Customer Success Association, Gainsight)
- Project management skills with the ability to manage multiple initiatives simultaneously
