SupportNinja

Customer Success Manager

• Serve as the primary point of contact for high-value and strategic accounts, ensuring exceptional customer experiences and outcomes
• Develop and maintain strong, long-term relationships with decision-makers and key stakeholders
• Act as the customer’s advocate within the company, ensuring their feedback informs product, process, and service improvements
• Lead complex onboarding processes for new customers, ensuring seamless adoption and integration of products/services
• Deliver advanced product training sessions tailored to customer needs, fostering self-sufficiency and long-term engagement
• Proactively identify opportunities for account growth through upselling, cross-selling, and contract renewals
• Partner with Sales and Product teams to create tailored solutions that align with customer goals
• Track and manage customer health scores, intervening early to mitigate churn risks
• Resolve escalated customer issues quickly and effectively via Email & Phone, providing expert guidance and solutions
• Analyze recurring customer challenges to recommend systemic process or product improvements
• Maintain accurate records of customer interactions in the CRM system, leveraging data to inform strategies
• Provide leadership with insights on customer satisfaction trends, retention risks, and opportunities
• Mentor and support junior Customer Success team members, sharing best practices and coaching on difficult cases
• Collaborate closely with Sales, Product, and Technical teams to ensure customer success is integrated across the organization
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

Senior Customer Success Specialist

Account Manager

• Serve as the primary point of contact for assigned Bronze-tier accounts throughout the customer lifecycle, from onboarding through renewal
• Build and maintain strong relationships with client stakeholders, ensuring alignment on goals, expectations, and value delivery
• Proactively identify and mitigate churn risks, escalating issues and coordinating internally as needed
• Own the renewal process for assigned accounts, ensuring timely, well-managed contract renewals
• Review account performance data and reports, translating insights into clear, relevant guidance for clients
• Respond to and resolve client questions or concerns in a professional, timely, and empathetic manner
• Maintain accurate and up-to-date account information in the CRM, including notes, call logs, risks, and opportunities
• Collaborate cross-functionally with other internal teams to resolve issues and support client success
• Continuously build knowledge of SupportNinja’s solutions, services, and operating model through training and ongoing learning
• Act as a subject matter expert on each client’s unique business model, industry challenges, and internal goals to ensure our BPO solutions are driving genuine ROI and strategic value.

Support Engineer

• Diagnose and troubleshoot technical issues reported by customers with a focus on providing accurate and timely solutions
• Develop and maintain a comprehensive understanding of our products and services
• Stay informed about industry trends, updates, and new technologies to better assist customers
• Collaborate with cross-functional teams, including developers and product managers, to escalate and resolve complex issues efficiently
• Document and track customer issues, ensuring thorough and accurate records for future reference
• Create and update technical documentation, FAQs, and knowledge base articles to assist customers in troubleshooting common issues independently
• Conduct training sessions for customers and internal teams on product features and best practices
• Gather customer feedback and insights to contribute to the continuous improvement of products and services
• Advocate for customer needs within the organization, ensuring a customer-centric approach to product development
• Collaborate with other members of the support team to share knowledge, best practices, and improve overall team efficiency
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Perform other duties as assigned

Senior Customer Success Specialist

Account Manager

Technical Support Engineer, API, SQL