Customer Success Manager - Remote

Overview

The Customer Success Manager (CSM) is a proactive partner for clients, ensuring a smooth onboarding process, providing ongoing support and training, and serving as a key contact to maintain and strengthen client relationships. This role focuses on fostering customer satisfaction, retention, and growth by leveraging data-driven insights, addressing inquiries, and identifying expansion opportunities.

In Short

• Establish and maintain strong relationships with clients throughout the subscription phase.
• Implement and manage the onboarding plan for new clients, ensuring a smooth transition.
• Organize engaging training sessions tailored to client needs to maximize product adoption.
• Serve as the primary contact for client inquiries and troubleshooting.
• Prepare detailed reports and provide actionable insights to the sales team.
• Monitor client health metrics and proactively address concerns.
• Collaborate with clients and sales to identify upsell opportunities.
• Manage client billing inquiries and ensure accuracy.
• Regularly conduct satisfaction calls to gather feedback and maintain alignment with client goals.

Requirements

• College degree or equivalent.
• Over 4 years of experience in customer success management or similar client-facing roles.
• Fluency in French and English at a professional level is required.
• Experience in the linguistic translation industry is a valuable asset.
• Proven experience with B2B software services and technical support.
• Ability to build relationships with senior executives.
• Proficiency in Microsoft Office Suite and Google Suite.
• Practical knowledge of CRM software (Salesforce, Hubspot, etc.).

Benefits

• Excellent organizational skills and the ability to manage multiple projects under tight deadlines.
• Analytical mindset to interpret client health indicators.
• Strong work ethic and interpersonal skills to build trust.
• Ability to represent the brand with professionalism.
• Detail-oriented with a methodical approach.
• In-depth knowledge of account management principles.
• Strong problem-solving skills to enhance client experience.
• Processes aimed at optimizing the sales cycle and maximizing customer retention.