Customer Success Manager - Remote

Overview

We are looking for a Customer Success Manager to join our company in EMEA. To succeed in this role, your main KPI is to make sure customers are successful with our SaaS solution, which translates into upsells and minimal churn. You will report directly to the Head of Customer Success and work in a global team.

In Short

• Onboard and train new clients
• Maintain the customer portal, being able to create and update articles of interest related to DESelect
• Manage a customer portfolio, being responsible for the partnership with key accounts, ensuring their adoption and responding to risks
• Collaborate closely with sales to support pilot customers, renewals, and expansion opportunities
• Partner with marketing to create customer success stories
• Manage NPS surveys and follow-up on engagement metrics to identify customers at-risk
• Ensure customer understanding and use of available features so they get the maximum value out of the product
• Manage cases logged in the support software (Zendesk)

Requirements

• Experience in customer success or account management
• Strong communication and interpersonal skills
• Ability to analyze customer data and metrics
• Familiarity with SaaS products
• Experience with customer support tools like Zendesk

Benefits

• Opportunity to work in a global team
• Professional development and training
• Flexible working hours
• Competitive salary and benefits