Retail Customer Success Manager - Remote

Overview

The Retail Customer Success Manager is responsible for delivering an exceptional experience for retail customers, with a particular focus on domain name investors. The role involves understanding customer needs, account management, and providing high-quality support. This role also includes identifying and upselling additional products and services relevant to the customers you manage, whilst working closely with sales, support and the commercial teams to enhance customer satisfaction and to boost revenue.

In Short

• Engage with retail customers, including domain name investors, via multiple channels (chat, email, phone)
• Address customer inquiries, assist with purchases, renewals, and other issues
• Provide specialised support for domain investors, covering portfolio management, valuation, and market trends
• Identify if customers are using competitors and work with them to consolidate their portfolio
• Manage the community of domain investors by engaging with them on forums
• Develop and deliver onboarding and education programs
• Address customer complaints and issues efficiently
• Gather and analyse customer feedback to improve products and services
• Identify opportunities to recommend additional products or services
• Build long-term relationships through personalised service

Requirements

• Have a passion for customer success
• Demonstrable experience in a customer facing role
• Enjoy a fast-paced environment
• Problem solving mindset with a positive attitude
• Sales-driven with the ability to identify cross-selling and upselling
• Strong communication skills
• Exceptional organisational skills and attention to detail
• Creative thinker
• Desire to succeed and make a difference
• Familiarity with domain registration and management tools

Benefits

• Collaborative work environment
• Focus on individuality and open communication
• Flexible working arrangements
• Great work environment in an internationally successful enterprise