Customer Success Manager

Job Overview
As a Customer Success Manager, you will play a key role in building strong, lasting relationships with our partner’s customer. You’ll be responsible for guiding them through the onboarding process, providing ongoing support, and helping them maximize the value they get from their platform. This is a customer-facing role that requires excellent communication skills, a passion for delivering exceptional customer service, and a proactive approach to solving problems.

While experience in the HR sector is a plus, it is not a requirement. We are looking for someone with a deep understanding of SaaS platforms and a desire to learn more about HR processes. You will be the trusted partner who ensures customers are successful and satisfied.

Key Responsibilities

• Build and maintain strong, long-term relationships with customers, serving as their primary point of contact.
• Drive customer onboarding and training to ensure a smooth transition and effective use of the platform.
• Provide expert guidance to help customers optimize their use of our software, offering tailored advice and best practices.
• Proactively identify opportunities to help customers achieve their goals, offering strategic insights and advice.
• Monitor customer health scores and engage at-risk customers to prevent churn and address any issues they encounter.
• Serve as the voice of the customer internally, providing feedback to our product and development teams for continuous improvement.
• Work closely with sales, product, and support teams to ensure a seamless customer experience.
• Conduct periodic business reviews and identify upsell opportunities in alignment with customer needs.
• Ensure customers understand and utilize new features and functionalities as they are released.

Requirements

• Proven experience in a Customer Success, Account Management, or related customer-facing role in a SaaS environment.
• Excellent written and spoken English; ability to communicate complex ideas clearly and effectively.
• Strong problem-solving skills and the ability to proactively address customer concerns.
• Familiarity with HR processes is beneficial but not required. Willingness to learn about HR technology and trends.
• Ability to manage multiple customer accounts and prioritize tasks in a fast-paced environment.
• Experience working with CRM systems and customer support tools.
• A customer-first attitude with a focus on delivering an exceptional customer experience.
• Highly organized with strong attention to detail.