Select Page

Customer Success Representative

Job description:

We are seeking a proactive and empathetic Customer Success Manager to join our growing team. In this role, you will be the primary point of contact for our customers, ensuring they achieve their goals and receive maximum value from our products and services. You will guide customers through onboarding, drive product adoption, cultivate strong relationships, and identify opportunities for account growth.

Requirements:

● 2+ years of experience in Customer Success, Account Management, or a related field;

● Advanced English writing and speaking skills;

● Excellent communication skills, both verbal and written, to effectively engage with customers, listen to their needs, and provide clear and concise information;

● The ability to understand and empathize with customers, showing genuine care and concern for their challenges and goals;

● Strong problem-solving skills;

● A customer-centric mindset focused on delivering exceptional customer experiences;

● Proficiency in analyzing customer data and metrics to identify trends, measure customer success, and provide data-driven insights for improving customer experiences;

● Flexibility and adaptability in a dynamic environment;

● Active listening skills to understand customer needs, challenges, and goals;

● Detail-oriented with a focus on accuracy and attention to customer requirements;

● Good collaboration skills with cross-functional teams;

● Excellent time management skills.

Nice to have:

● Proficiency in CRM systems (HubSpot is a plus);

● Technical aptitude and the ability to quickly learn and navigate software platforms.

Responsibilities:

Onboarding and Adoption:

  • Guides customers through the onboarding process, ensuring a smooth and successful implementation of the product or service;

  • Promotes product adoption by providing training, resources, and support to help customers fully utilize and derive value from the offering.

Relationship Management:

  • Build and maintain strong relationships with customers, serving as their primary point of contact and advocate within the company;

  • Understand customer goals, challenges, and objectives to align them with the appropriate solutions and resources;

  • Guide customers through the various stages of the customer journey, ensuring they meet key milestones and complete the necessary “jobs to be done” for each stage.

Customer Satisfaction and Retention:

  • Monitors and proactively addresses customer satisfaction, collecting feedback, and taking appropriate actions to resolve issues and ensure high levels of customer happiness;

  • Works to maximize customer retention and minimize churn by identifying and mitigating risks or obstacles.

Renewals Management:

  • Lead the renewal processes, working closely with customers to ensure high renewal rates and identify opportunities for customer growth;

  • Leverage customer insights to negotiate contract renewals and expansion deals, while ensuring timely contract renewals;

  • Works with customers to upgrade or scale their usage of the product or service.

Upselling and Cross-selling:

  • Identifies opportunities for upselling or cross-selling additional products or services that align with the customer’s needs and goals;

  • Collaborates with sales or account management teams to expand the customer’s relationship and revenue potential.

Customer Advocacy:

  • Acts as a customer advocate within the company, representing their interests and feedback to influence product development, enhancements, and improvements;

  • Provides input to the marketing and product teams based on customer insights and experiences.

Proactive Communication:

  • Initiates regular and proactive communication with customers, providing updates, sharing relevant industry insights or best practices, and offering personalized recommendations to help customers achieve their desired outcomes.

Customer Success Metrics:

  • Tracks and analyzes customer success metrics, such as customer satisfaction, health score, adoption rates, renewal rates, and expansion opportunities;

  • Leverages data to identify trends, areas for improvement, and opportunities to drive customer success.

Collaboration with Internal Teams:

  • Collaborates closely with sales, product, support, and other internal teams to ensure a seamless customer experience;

  • Share customer feedback and insights to drive product improvements and provide input on customer requirements and expectations.

Continuous Learning and Development:

  • Stays updated on industry trends, best practices, and evolving customer needs;

  • Invests in personal and professional growth to enhance knowledge and skills related to customer success strategies, technologies, and methodologies.

Benefits:

● Competitive salary;

● 100% remote work with the freedom to manage your schedule.

Location:

● Remote

Apply now

Our workplace:

Get a sneak peek into life at Flipsnack with two exciting videos showcasing our amazing team in action – the perfect way to envision yourself as part of our dynamic Family.