Customer success/support manager

ExpHire is looking for a brilliant Customer Success and Support Manager for one of its clients, with relevant experience in a startup SAAS environment.

Our client is a rapidly growing startup backed by venture capital funding, with an annual recurring revenue (ARR) of over $1 million. Their SaaS solution helps individuals and businesses organize their time and work more efficiently. As they prepare to launch AI-driven features, they aim to become an even more indispensable tool for professionals and companies.

ExpHire is seeking fro a startup client a proactive, smart, analytical, and detail-oriented Customer Success/Support Manager. This role combines customer success management with some customer support responsibilities. The ideal candidate will have at least 3 years of relevant experience, preferably in a startup or scale-up environment, particularly within the SaaS sector. This position requires excellent written and spoken English, as most of the clients are based in North America. The role reports into the 

Key Responsibilities

The role reports into the  and will have to work on the following areas:

- Manage and foster strong relationships with customers, ensuring they receive maximum value from our services.

- Manage and oversee the community on Slack and the raised requests,issues and tickets on Intercom

- Onboard new clients and provide comprehensive training on how to use our platform effectively.

- Monitor customer health metrics and proactively address any issues to prevent churn.

- Coordinate and supervise the daily activities of 1-2 Customer Support Specialists.

- Serve as the main point of contact for customer inquiries, resolving issues promptly and efficiently.

- Collaborate with the product team to relay customer feedback and drive continuous improvement of our platform.

- Develop and implement customer success strategies and processes to enhance customer satisfaction and retention.

- Prepare and present regular reports on customer success metrics to the leadership team with analysis like the adoption rate, churn rate and Net Promoter Score (NPS)

Qualifications

- At least 3 years of relevant experience in roles such as Customer Success Specialist/Manager, Account Specialist, or Customer Support Specialist.

- Proven track record in a startup or scale-up environment, especially within the SaaS industry.

- Excellent written and spoken English skills (level C2 or mother tongue)

- Strong analytical skills with a keen eye for detail.

- Ability to work independently and take responsibility for your tasks and projects.

- Exceptional organizational and time-management skills.

- Proactive and solution-oriented mindset.

Preferred Qualifications:

- Currently live in North/South America or Europe

- Familiarity with CRM and customer success software tools.

- Experience in managing junior customer support specialists

What’s on Offer

- Competitive salary ranging from $2500 to 3500 per month based on experience (this is a full time contractor role)

- Opportunity to discuss and participate in the stock options plan.

- A dynamic and supportive remote working environment.

- The chance to be part of a growing company with a mission to make work and time management more efficient and enjoyable.

If you are passionate about customer success and are looking to make a significant impact in a fast-paced startup environment, we would love to hear from you. Apply now to join the team and help take this innovative service to the next level!

Selection Process

1. CV evaluation (feedback by 21/06/2024)

2. Online test (English knowledge + technical skills, around 30 minutes)

3. Interview with ExpHire expert 

4. Interview with client Product manager

5. Interview with client co-founder

6. Job offer