Customer Success Manager - Remote

Overview

As a Customer Success Manager at Osome, you will play a crucial role in enhancing customer satisfaction and retention by leading a team focused on delivering exceptional service and insights.

In Short

• Report weekly to the Chief Customer Officer on team performance and metrics.
• Organize CX team meetings to align on retention strategies.
• Conduct performance reviews and provide coaching to team leads.
• Analyze renewal revenue data to inform retention strategies.
• Monitor customer health metrics and identify trends.
• Manage escalations and resolve complex customer cases.
• Collaborate with Sales, Finance, and Marketing teams.
• Develop strategies to mitigate churn using analytics.
• Oversee recruitment and training of team members.
• Contribute to product development initiatives based on customer insights.

Requirements

• Bachelor’s degree in Business Administration or related field.
• 5–7+ years of experience in customer success or related field.
• Expertise in CRM platforms and data analytics tools.
• Ability to improve customer satisfaction metrics.
• Experience managing global, cross-functional teams.
• Proven success in aligning CX strategies with financial goals.

Benefits

• Competitive salary.
• Multi-cultural environment.
• Learning opportunities and mentorship.
• Mental Health Leaves.
• Flexible working arrangement; Hybrid working arrangement.