We’re looking for talented, independent and enthusiastic people to become a part of a small team with a lot of challenges, great energy and last, but not least – a very unique working space!
Customer Success Manager? Come join us!
Customer Success ManagerWe are looking for a highly motivated and capable Customer Success Manager to work in a profitable and rapidly growing startup. Come and join us if you are curious, talented, independent and would love to work on a product that’s used daily by hundreds of thousands of happy customers. Responsibilities include transforming our Support Department into a Customer Success Team, defining processes, managing the support team, tracking and measuring success (in upsales, reduced churn etc.) and reporting to upper management. Primary Responsibilities :
- Building procedures and protocols for the Customer Success Department
- Reducing the number of tickets while providing excellent customer service
- Improving the customer satisfaction rate while reducing customer wait time
- Managing the support team and tracking performance
- Building and managing the online support documentation: FAQ, user manuals, etc.
- Being fully committed to getting the users’ voice heard inside the company
- Being the voice of our customers’ to the Product and Dev teams
- Reducing churn
- Upselling products
- Increasing WoM
- Meeting personal and company KPIs
- Reporting to upper management
- A passion and ability to build things from scratch
- Self-driven and self-managed
- Goal driven and focused on quantifiable objectives
- Prior experience with integrating SAAS in an organization – a must
- Familiarity with Support SAAS products – an advantage
- Managerial experience
- Fun to work with – a must
- Full-time position only
- Native English speaker – an advantage