Customer Success Manager are the voice of the customers at inFeedo. They strive daily to answer one simple question. How can we create value for our customers?
As a Customer Success Manager, you will be responsible for customer adoption, retention, and satisfaction for a specific book of accounts. Through partnership and collaboration, you will provide consulting services for customers and maximize value from their investment in Amber.
This is an exciting opportunity to unequivocally influence our customers, and inFeedo’s success.
What will you be doing?
Your expected to build long lasting customer relationship that create deep customer satisfaction and product adoption. The springboard will allow for opportunities to grow the business.
1. Build and maintain relationships with our customers with empathy, timeliness, and transparency
2. Increase renewal rates and reduce churn
3. Opportunity identification to partner with Sales for Cross-sell/Up-sell
4. Influence future lifetime value through higher product adoption and overall health scores
5. Drive new business growth through greater advocacy and reference-ability
6. Operational excellence, including timely consumption engagement management, renewal enablement, and high-quality reporting and insights.
7. Crack our users issues, by phone or email or chat, by taking decisions and autonomously arbitrating complex cases
8. Go for the extra-mile, by not only solving their issues but delighting them thanks to your simple, efficient and caring communication
1. Create company-wide culture of Customer Success
2. Drive company-wide definition of ideal customer
3. Create company-wide customer feedback loop
1. Sales around cross-sell, up-sell, and on selling with a retention focus
2. Marketing around marketing to existing clients
3. Product around driving product roadmap
4. Finance around measurement and forecasting
Who will you work with?
What skills do you need?
We are looking for an enthusiastic and creative contributor with a desire for continuous learning and growth.
What happens after you apply?
Your homework before you meet us?
At any step if things don't work out, we proactively send an email. You are welcome to ask for feedback and reapply in future :)
Keywords: HR Tech, SaaS, Customer Success, Manager, Client Relationship Management, Communication, Up-Sell, Cross-Sell