Sweet Secrets

Customer Success Manager

• Lead and develop the Customer Success team, ensuring quality, consistency and continuous improvement
• Structure and standardize departmental processes to bring greater organization, predictability and efficiency
• Ensure a smooth and consistent journey for members, from onboarding through renewal
• Monitor engagement, churn and renewal metrics, translating insights into strategic actions
• Actively drive member retention and renewals with a consultative approach and commercial perspective
• Identify growth opportunities within the base, such as upgrades and new revenue streams
• Elevate the member experience with a focus on curation, relationship-building and a premium experience
• Ensure strategic and organized use of the CRM as a foundation for decision-making
• Collaborate closely with Product and Operations teams to evolve the member journey
• Pursue efficiency and scale through the implementation of new technologies and artificial intelligence