Team Internet

Customer Success Manager, Registry and Reseller

Team Internet

full-time

Posted on:

Origin:  • 🇬🇧 United Kingdom

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Job Level

Mid-LevelSenior

Tech Stack

DNS

About the role

  • Shape the future of digital identity with us!
  • Are you passionate about innovation, customer experience, and making the internet more accessible? Join our Registry & Reseller Division as a Customer Success Manager and help empower registries, resellers, and businesses of all sizes to build and grow their online presence.
  • Our division partners with trusted names and brands across the globe, delivering tailored solutions to meet the unique needs of our B2B customers. As a Customer Success Manager, you’ll play a key role in driving account growth, retention, and satisfaction for our registry and reseller clients.
  • Key outcomes of the role
  • Customer Engagement & Support
  • Build and nurture relationships with registry and reseller customers via chat, email, phone, and video calls.
  • Provide specialised support for domain management, SSLs, DNS, and integration, ensuring customers benefit fully from our solutions.
  • Address customer inquiries, complaints, and technical challenges efficiently, collaborating with internal teams to resolve issues and improve satisfaction.
  • Develop and deliver onboarding and education programs, including demonstrations on domain tools, API integrations, and best practices.
  • Sales & Growth
  • Identify and deliver sales opportunities from the existing customer base, driving organic growth through new products, services, and markets.
  • Pursue new business leads and exceed team and personal sales targets across a diverse product set.
  • Identify opportunities to upsell and cross-sell relevant solutions, boosting revenue and customer value.
  • Use market and internal data to uncover new opportunities and avenues for growth.
  • Account Management & Strategy
  • Work closely with the Head of Customer Success to formulate and execute strategies for managing key accounts and achieving business objectives.
  • Maintain accurate CRM records of all interactions, purchases, and support tickets, ensuring timely and precise reporting.
  • Develop strategies for transitioning customers to higher-value services, ensuring smooth and personalised handovers.
  • Relationship Building & Retention
  • Seek opportunities to develop relationships with key customer personnel to increase satisfaction, foster lasting ties, and open new growth opportunities.
  • Assist with loyalty programs and special offers to drive retention and repeat business.
  • Track customer satisfaction and engagement metrics, continuously seeking ways to improve.
  • Collaboration & Representation
  • Collaborate with sales, marketing, and product teams to resolve customer issues and align strategies.
  • Work with Marketing to design and deliver successful campaigns targeting existing clients.
  • Represent the brand at industry events and conferences, engaging with existing customers and prospects.
  • Feedback & Continuous Improvement
  • Gather and analyse customer feedback to enhance products and services, sharing insights with product and operations teams.
  • Stay updated on industry trends and pursue ongoing training to enhance customer support and sales skills.

Requirements

  • About you
  • Have a passion for customer success
  • Bring demonstrable experience in a customer facing role, ideally with domain industry experience
  • Enjoy a fast-paced environment
  • Problem solving mindset with a positive attitude towards helping customer and facilitating successful transactions
  • Sales-driven with the ability to identify cross-selling and upselling
  • Be curious, research, and ask questions
  • Be result and target driven
  • Strong communication skills - both in person and over the phone - with the ability to handle high pressure situations, complex concepts and resolve customer issues clearly
  • Have exceptional organisational skills and attention to detail, with the ability to manage multiple customer interactions and transition processes
  • Be a creative thinker, always thinking “how can we”
  • Show a strong desire to succeed and make a difference
  • Experience and skills that will help you succeed
  • Customer-centric attitude with a focus on building long-term relationships and exceeding customer expectations
  • Familiarity with domain registration, transfer processes, and domain management tools
  • Proficient in POS systems, CRM software, or other customer management tools
  • Fluent in German an added advantage