Customer Success Manager
INSIDEA
Customer Success Manager – EMEA
respond.io
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇲🇾 Malaysia
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Collaborate closely with customers to understand their goals and help them maximize the value of the Respond.io platform
- Assist customers during the onboarding process, ensuring a positive and smooth experience
- Develop and maintain strong relationships with both internal and external stakeholders
- Act as a point of contact for customer issues and ensure timely resolution
- Gain a deep understanding of customer needs, use cases, and objectives to ensure effective utilization of the Respond.io platform
- Monitor and report on customer satisfaction and platform usage
- Focus on maintaining high customer satisfaction and retention rates
- Acquire in-depth knowledge of the Respond.io platform and identify opportunities for customer growth, collaborating with the internal team to propose upsells
Requirements
- 3+ years of B2B SaaS experience in Customer Success, Consulting, and Account Management
- Experienced in working with international customers and handling global accounts
- Attentive listener with an ability to address customer concerns effectively
- Strong communication skills in Arabic and English to convey complex ideas clearly
- Skilled in negotiating complex renewal contracts in a SaaS environment
- Proficient in optimizing complex business processes
- Familiarity with business messaging platforms, CRM systems, and Customer Success tools
- Passionate about digital transformation and understanding diverse businesses
- Ability to provide customer feedback and insights to various departments for product improvement
- Deep understanding of our products, industry trends, and competition
- Able to quickly grasp technical concepts and keen to become an expert in our software
- An agile team player who is excited by the fast-paced start-up environment and is eager to make a difference.
Benefits
- You'll be covered exclusively on one of the highest medical and dental insurance especially for you.
- Unlimited snacks in our specially dedicated snack room. Oreos, KitKats, Gummy Bears, Chips, Biscuits, Nuts, Snickers ... you name it, we have it.
- Flexible working environment
- Pizza parties, birthday cakes, social events (Laser tag, go-cart, paintball)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
B2B SaaSCustomer SuccessConsultingAccount Managementnegotiating contractsoptimizing business processestechnical conceptsdigital transformation
Soft skills
attentive listenerstrong communicationcustomer feedbackteam playerproblem-solving