Customer Success Manager

HappyFox is seeking a highly motivated and technically adept Customer Success Manager to join our team. In this role, you will be the primary point of contact for our customers, guiding them to fully realize the value of our product offerings. Your responsibilities will include building and maintaining strong relationships, leading customer success initiatives, and actively working to reduce churn. You will collaborate across departments to enhance the overall customer experience, playing a pivotal role in onboarding new customers and providing ongoing support.

Responsibilities:

• Customer Relationship Management: Cultivate and maintain strong customer relationships by partnering with technical and business leaders to drive post-sales implementation, reduce churn, and foster innovation and business value.

• Strategic Planning: Gain a deep understanding of each customer's business and technical goals. Collaborate to develop strategic success plans with clear objectives, milestones, and measurable KPIs for achieving desired outcomes.

• Data-Driven Insights: Analyze customer data to identify trends and deliver actionable insights that enhance customer experience and optimize product adoption / usage.

• Product Onboarding: Lead the onboarding process for new customers, ensuring they are effectively trained and empowered to maximize the benefits of our product capabilities.

• Process Optimization: Continuously assess and refine tutorials, onboarding procedures, and other customer-facing content to enhance the user journey and overall experience.

• Cross-Functional Collaboration: Collaborate closely with sales, product, and support teams to integrate customer feedback, influence product development, and deliver a seamless customer experience.

• Churn Management: Proactively monitor customer health metrics, address concerns, and implement strategies to minimize churn and maximize customer retention.

• Customer Advocacy: Act as the voice of the customer within the company, advocating for their needs and ensuring they receive exceptional service and support.

• Product Improvement: Contribute to product design and development by relaying customer feedback and identifying opportunities for feature enhancements.

Requirements:

• Bachelor’s degree in Communications, Marketing, Business, or a related field.

• 3-5 years of experience in B2B SaaS Customer Success, with a focus on US / EMEA / APAC customers.

• Proven experience engaging with C-level and senior executives.

• Exceptional verbal and written communication skills, with the ability to clearly convey complex ideas to customers and internal teams.

• Strong analytical skills with a proactive approach to solving customer challenges.

• A passion for customer service with a genuine desire to help customers succeed and grow.

• Highly organized, with the ability to manage multiple tasks and projects in a fast-paced environment.

• Self-driven and adaptable, thriving in a dynamic, ever-evolving environment.

Last updated on Aug 30, 2024