Minga London

Senior Customer Success Manager

Minga London

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 $80,000 - $100,000 per year

Job Level

Senior

About the role

  • Ensure smooth onboarding of new customers, guiding them through the implementation process
  • Build and maintain strong relationships with key customers
  • Serve as the main point of contact for assigned customer accounts
  • Act as the voice of the customer within the company
  • Provide training sessions to help customers maximize the value of the product or service they have purchased
  • Monitor customer usage data and analyze key metrics
  • Work closely with the sales team to ensure timely renewal of customer contracts
  • Identify opportunities to upsell or cross-sell additional products or services
  • Collect feedback from customers and use it to drive product improvements
  • Develop and execute customer success plans tailored to each customer's unique goals

Requirements

  • 3+ years relevant customer success experience
  • Working knowledge of Zoom and managing multiple time zones
  • Excellent communication skills, both verbal and written, with a friendly and professional demeanor
  • Experience in handling customer inquiries via various channels such as email, chat, and phone
  • Strong problem-solving abilities to efficiently resolve customer issues and inquiries
  • Experience using a CRM (we use Hubspot)
  • Ability to multitask and prioritize tasks effectively in a fast-paced environment
  • Empathy and patience when dealing with customer concerns or complaints
  • Experience working in a SaaS environment
  • Experience working with enterprise / tier 1 customers
  • Experience with 1:1 virtual onboarding & support
Benefits
  • Health, dental, and vision benefits for you & your family
  • 15 days vacation + 3 flex days + 5 sick days
  • Mental health and wellness support
  • Flexible, Hybrid-First Work
  • Inclusive leadership
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success experienceproblem-solvingonboardingupsellingcross-sellingdata analysiscustomer metricsCRM experienceSaaS experienceenterprise customer experience
Soft Skills
communication skillsempathypatiencemultitaskingprioritizationrelationship buildingtrainingfeedback collectioncustomer advocacyprofessional demeanor