As a Customer Success Manager, you will be responsible for ensuring customer satisfaction and success with the Paidiem platform while driving value and contributing to revenue growth. You will play a crucial role in promoting product adoption, identifying upsell opportunities, and ensuring our customers achieve their goals with our solution. This role requires a proactive approach to client engagement, product adoption, and risk management. If you are passionate about customer success, have a flair for technology, and thrive in a dynamic environment, this role is for you!
Key Responsibilities:
Client Onboarding:
• Lead the onboarding process for new customers, ensuring a smooth transition to the Paidiem platform.
• Collect required KYC/AML (Know Your Customer/Anti-Money Laundering) information to onboard business clients.
• Validate necessary information for both the business client and their workers to ensure compliance and proper setup.
Client Satisfaction & Enablement:
• Serve as a trusted advisor, ensuring customers are leveraging the Paidiem platform effectively and finding value in our services.
• Act as the primary point of contact for all customer account inquiries and concerns, resolving issues promptly and effectively.
• Conduct regular customer success reports to monitor product utilization, ensure customer goals are met, and identify areas for improvement.
• Gather and analyze customer feedback to identify trends, and provide insights to internal teams to drive product enhancements and improvements.
• Collaborate closely with clients to understand their unique needs and provide tailored training and enablement.
• Ensure customers are fully equipped to utilize Paidiem’s software to its fullest potential, facilitating seamless adoption.
Account Management:
• Manage communications with existing clients
• Manage contract renewals and maintain ongoing relationships with clients to ensure their continued success and loyalty.
Technical Skills:
• Familiarity with HubSpot or other CRM platforms is a plus.
• Ability to quickly learn and articulate Paidiem’s platform and related technologies.
Additional Skills:
• Proven ability to foster collaboration across departments and act as a liaison between customers and internal teams.
• Strong sense of accountability and ownership over team success and product quality.
• Highly motivated, self-confident, and driven to achieve exceptional results.
• Resourceful and creative in identifying opportunities and driving customer value.
• Experience working in the fast-paced environment of a successful startup.
• Self-starter with a positive “can-do” attitude.
• Service-oriented approach to building and maintaining positive relationships with internal and external stakeholders.
Metrics for Success:
• Monitoring customer health scores, Net Promoter Score (NPS), churn rates, upsell opportunities, and customer satisfaction levels to evaluate your performance and success in the role.