Customer Success Manager

• Effectively communicate with existing and potential clients to deliver a great customer experience;
• Deliver first line of support; investigate and find solutions for client queries;
• Communication between clients and technical support departments;
• Manage ongoing relationships: provide assistance and consultation services;
• Analyze results and develop best practices for effective mobile messaging campaigns;
• Provide periodic activity and progress reports;

Customer Success Assistant

• Drive Reg→Purchase conversion through triggered post-quiz, paywall-abandonment, and onboarding sequences across email, SMS, and web push.
• Own first-purchase activation across the first 7 days.
• Differentiate renewal sequences by plan tier (1 / 3 / 6 month).
• Build pre-cancel intervention flows — pause offer, plan-switch, value reminder — using captured cancel reason.
• Move the dial on month-1 rebill rate, the single most leveraged metric in our subscription economics.
• Build the reactivation engine for the cancelled cohort — across email and SMS, personalized by cancel reason and tenure.
• Recover revenue from a base that is currently dormant due to deliverability issues.
• Own the CRM-driven path to add-on products (Resume Review, Resume Builder): timing, segmentation, copy, channel.
• Lead the migration off our current ESP onto our chosen omnichannel platform (Maestra is the current candidate; Customer.io is the alternative).
• Recover and maintain email domain reputation.
• Stand up SMS as a first-class channel — including US compliance (TCPA, A2P 10DLC).
• Stand up web push and orchestrate cross-channel flows (email → SMS → push cascades).
• Implement incremental measurement with holdouts on every flow. We don't want activity reports — we want incremental revenue, attributable and defensible.

CRM/CVM/Lifecycle/Retention Marketing Lead

• Drive implementation setup workflows for newly acquired enterprise clients, ensuring complete quality assurance across all platform product integrations.
• Guide corporate accounts on configuration best practices, platform navigation, and engagement strategies to boost platform usage and user engagement.
• Monitor and record client customer lifecycle touchpoints, license activation compliance, and system milestones within internal CRM platforms.
• Triage software troubleshooting tickets, ensuring seamless account functionality.
• Build rapid operational trust with stakeholders, managing cross-functional tasks across departments to improve client satisfaction.

Customer Success Specialist, Portuguese Speaking

• Handle complex customer inquiries and issues, ensuring timely and effective resolution while maintaining a high level of customer satisfaction.
• Build a relationship with the client - anticipating their needs, future business plans and proactively attending to their roadblocks before they occur.
• Perform strategic Business Reviews, partnering closely with customers to ensure they are successfully achieving their core business objectives using the platform.
• Leverage these engagements to proactively uncover partnership risks, establish strong executive alignment, and identify opportunities for commercial growth.
• Drive the end-to-end commercial lifecycle for your portfolio, with a primary focus on secure annual contract renewals, product expansion, and upgrading accounts into multi-year commitments.
• Act as the point of escalation for challenging customer cases, collaborating with cross-functional teams to find solutions.
• Define and analyze customer success KPIs to identify areas for improvements.
• Provide guidance and share your knowledge and expertise with team members.
• Continuously identify opportunities to improve support processes, workflows, and best practices to enhance customer service.
• Gather and analyze customer feedback, working with the product and development teams to drive product enhancements and improvements.
• Collaborate with cross-functional teams, including Product, Sales, and Engineering, to ensure a seamless customer experience.

Customer Success Manager jobs in Bulgaria

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Customer Success Assistant

CRM/CVM/Lifecycle/Retention Marketing Lead

Customer Success Specialist, Portuguese Speaking

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