Customer Success Manager
The Customer Success Manager is a crucial role that ensures customer satisfaction and retention. This individual will manage customer relationships, guarantee timely and successful deliverables, and identify growth opportunities within the customer and the company.
This position involves mentoring other Customer Success Managers, ensuring their success, and potentially leading to a leadership position over time. Additionally, the candidate will be responsible for forecasting and tracking account metrics, communicating with management and external stakeholders, and coordinating internal teams and resources to meet customer needs.
Key Responsibilities:
* Develop business relationships with customers and seek expansion opportunities.
* Ensure well-executed customer onboarding processes and serve as a trusted advisor throughout the customer lifecycle.
* Implement strategies, processes, and workflows to increase customer satisfaction and retention.
* Collect and deliver customer feedback to internal teams, advocating for customer needs and interfaces with Product Management.
* Provide regular outreach to customers, identify and collaborate on programs to address business needs, and maintain detailed knowledge of products and services.
Requirements:
* Fluency in a foreign language (French, Italian, and/or German).
* 4+ years of experience as a Customer Success Manager in technology and/or brand protection.
* Experience mentoring team members and great communication skills.
* Demonstrated technological proficiency, ability to work independently and collaboratively, and capacity to serve as a specialist on complex matters.
* Ability to assume a lead role, proactive, self-motivated, detail-oriented, and possessing problem-solving and critical-thinking skills.