Core Customer Success Manager – APAC
Remote
Customer Success Manager
WeVideo
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Act as the primary point of contact for a portfolio of WeVideo clients, guiding them through the customer journey from onboarding to renewal.
- Proactively monitor customer health and usage data to identify and mitigate churn risks, while also pinpointing opportunities for expansion/upselling by partnering with our sales teams on outreach.
- Develop and execute strategic success plans that align WeVideo's platform capabilities with the customer's desired business or educational outcomes.
- Track customer usage, feature adoption, and general sentiment within the platform to identify users who may need additional support or training.
- Maintain accurate records of all client interactions, activities, and account health within Salesforce for data management and client interactions.
- Be the voice of the customer internally, collaborating with Product, Sales, and Marketing teams to improve the user experience, product performance, and overall client satisfaction.
- Lead Monthly and Quarterly Business Reviews (QBRs) and high-touch presentations to showcase value and demonstrate ROI.
- Cultivate a deep curiosity to go beyond the designated role by creating and curating helpful assets and resources to enhance client support and drive feature adoption.
Requirements
- Previous experience in a Customer Success Manager (CSM) role at a SaaS company is required.
- OR Extensive, hands-on experience using WeVideo products as a teacher, end user, or administrator with a deep understanding of its applications in education or business.
- Proficiency in Salesforce for data management, reporting, and tracking client interactions.
- Strong ability to manage multiple priorities and initiatives effectively across a diverse customer portfolio.
- Excellent presentation and communication skills , with a proven ability to lead client meetings and simplify technical concepts.
- Demonstrated empathetic approach to customer relationship building and conflict resolution.
- Proven capability to collaborate with multiple stakeholders and departments (e.g., Sales, Support, Product) to boost client satisfaction and resolve issues.
Benefits
- Competitive compensation
- Flexible PTO and Paid Holidays
- Medical Insurance with United Health Care: Employee Premiums covered at 100% and Dependent Premiums covered at 80%
- Vision/Dental Insurance with Guardian: Employee Premiums covered at 100% and Dependent Premiums covered at 70%
- Remote Work opportunity
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer Success ManagementData ManagementReportingClient Interaction TrackingFeature AdoptionChurn Risk MitigationStrategic Success PlanningUpsellingConflict ResolutionPresentation Skills
Soft skills
CommunicationEmpathyCollaborationCuriosityOrganizational SkillsClient Relationship BuildingProblem SolvingTime ManagementAdaptabilityLeadership
