Customer Success Manager
Minga London
full-time
Posted on:
Location Type: Remote
Location: Canada
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Salary
💰 $75,000 - $95,000 per year
About the role
- Ensure smooth onboarding of new customers, guiding them through the implementation process, and assisting with any setup or integration issues.
- Build and maintain strong relationships with key customers
- Serve as the main point of contact for assigned customer accounts, understanding their business needs, goals, and challenges (Manage high volume of up to 100 customers)
- Act as the voice of the customer within the company, advocating for their needs, requirements, and feedback to relevant teams such as product development and marketing.
- Provide training sessions to help customers maximize the value of the product or service they have purchased.
- Anticipate customer needs and proactively address potential issues before they arise, providing solutions and recommendations to improve their experience.
- Monitor customer usage data and analyze key metrics to identify trends, opportunities, and areas for improvement.
- Provide regular reports and insights to customers and internal stakeholders.
- Work closely with the sales team to ensure timely renewal of customer contracts, engaging in renewal discussions, and addressing any concerns or objections.
- Identify opportunities to upsell or cross-sell additional products or services that would benefit the customer and help them achieve their goals.
- Collect feedback from customers and use it to drive product improvements and enhancements.
- Monitor the health of customer accounts, identifying signs of potential churn and taking proactive steps to mitigate risk and retain customers.
- Develop and execute customer success plans tailored to each customer's unique goals and objectives, outlining milestones, success criteria, and action items.
- Work closely with cross-functional teams such as sales, product, marketing, and support to ensure a seamless customer experience and alignment on customer priorities.
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: Monthly CEO Lunch & Learns, open Q&As, and transparent updates
- Culture of connection: Social events, virtual meetups, and 2 annual offsites
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successproblem-solvingdata analysisonboardingupsellingcross-sellingcustomer account managementcustomer trainingCRM
Soft Skills
communicationempathypatiencemultitaskingprioritizationrelationship buildingadvocacyproactive problem-solvingcollaboration