Customer Success Manager

Description

Are you eager to contribute significantly to the start of a groundbreaking web3 company?

As our first customer success hire, you will report directly to our CEO and founder, who has spent the last 20 years building and scaling successful commercial organizations. You will work with the CEO and the rest of our team to develop our customer success strategy, which will help our clients achieve incredible value from using Superloyal. As a team, we have been running startups and growing businesses for more than 20 years. Top investors in fintech, crypto, and web3 back us.

Join us and let's shape the future together!

(crypto/web3/fintech experience is a plus; however, it is not required)

Duties and Responsibilities

• Build strong relationships with our clients based on your ability to earn their trust and deliver value.

• Examine critical account and performance metrics to identify opportunities for improvement, educate clients, and drive growth.

• Manage multiple client relationships concurrently and successfully.

• Continuously improve our onboarding procedures.

• Assess and improve tutorials and other forms of communication infrastructure.

• Be a bridge between clients and our team.

• Work to keep customer churn to an absolute minimum.

• Actively listen, show empathy and compassion, and manage multiple clients and relationships.

• Excellent internal and external communication, both verbally and in writing

• Enjoy working on a wide range of projects with the largest customers in all industries.

• Enjoy exercising your creative mind through resourceful problem-solving.

• Have a fast-paced, growth mindset.

• Entrepreneurial heart.

Qualifications and Education

• 3-5 years of experience in a B2B customer success role

• Outstanding interpersonal skills and a genuine people person.

• Highly organized and capable of handling multiple projects concurrently.

• Self-motivated and proactive personality

• Exhibit leadership qualities

• In previous roles, demonstrated creativity and problem-solving ability.

Skills and abilities

• Passion for customers and working cross-functionally within a diverse team to deliver outstanding results

• Ability to work seamlessly with customers and to utilize strategic thinking skills to improve the implementation process

• Technologically savvy and commercially astute

• Exceptional written and verbal communication skills

• Ability to work independently and as part of a team

• Excellent negotiation and presentation skills

• Ability to work remotely and travel when required

• Ability to thoughtfully navigate complex accounts and to drive multiple problems to solutions as part of a complex project with multiple stakeholders

Package and benefits

• Fully remote setup, so you can work from wherever you prefer (Plus, you'll get money to improve your home office!)

• Competitive salary and option package

• Excellent medical, dental & vision insurance plans

• Flexible work schedule and unlimited vacation

• Budget and support for personal development

• One week of the year off for company-wide winter/summer break

• Company-sponsored team events