Client Success Manager - Remote

Overview

In this role, you will serve as a trusted advisor to our clients, ensuring they gain maximum value from Bryq, our online assessment platform. You will blend account management responsibilities—such as nurturing client relationships and identifying growth opportunities—with a customer success focus on adoption and satisfaction, plus a hands-on support function for troubleshooting and process improvements.

In Short

• Act as the primary point of contact for assigned accounts, developing a thorough understanding of their goals and challenges.
• Build and maintain strong, long-term relationships by conducting regular check-ins and business reviews.
• Identify opportunities for upselling and cross-selling, presenting additional services or features that align with client objectives.
• Drive client success by monitoring usage patterns, adoption rates, and overall satisfaction levels.
• Provide first-line support for client inquiries via phone, email, or chat, diagnosing and resolving issues efficiently.
• Deliver comprehensive onboarding experiences for new clients, covering product setup, best practices, and initial troubleshooting.
• Develop and refine checklists, playbooks, and SOPs that enhance both the client experience and internal workflows.

Requirements

• Experience in account management or customer success roles.
• Strong communication and relationship-building skills.
• Ability to analyze KPIs and drive performance improvements.
• Technical aptitude for troubleshooting and support.
• Experience in training and onboarding clients.
• Proven ability to collaborate with cross-functional teams.

Benefits

• Opportunity to work with a dynamic team.
• Flexible working hours.
• Professional development opportunities.
• Access to the latest tools and technologies.