The Customer Success Manager is responsible for ensuring customer satisfaction and driving customer success within the organization. This role involves building strong relationships with customers (business clients - B2B), understanding their needs, and providing strategic guidance to help them achieve their desired outcomes. The CSM serves as the main point of contact for customers, advocating for their needs and coordinating with internal teams to deliver exceptional service and support. This is not a job to take lightly, we want to genuinely help usher in the era of emissions-free mobility and that means building and nurturing meaningful partnerships. Our operations should be the best and cleanest of all. Any obstacle you find in the way of our mission, you remove.
You will work closely with our Key Account Manager and with the rest of the Sales, Operations and IT teams to help build an awesome product and ensure our clients achieve their goals. You'll be part of an environment of trust, diversity, and inclusion within our team, with a common goal to improve our product and build out the company's foundations. The tech is fascinating, you help shape it. If you have a better way of doing things, we want to hear it. Here are some of the activities you will be undertaking:
- Develop and nurture relationships with assigned customers (B2B), serving as their primary point of contact.
- Understand customer goals, objectives, and challenges to align company solutions with their needs.
- Regularly engage with customers to assess satisfaction levels, identify opportunities for improvement, and address concerns proactively.
- Collaborate with customers to develop and execute customized success plans aligned with their business objectives.
- Set clear expectations and success metrics, ensuring customers understand the value of the product or service.
- Monitor progress towards goals, track key performance indicators (KPIs), and provide regular updates to customers on their success journey.
- Lead the onboarding process for new customers, ensuring a smooth and efficient implementation of the product or service.
- Provide training and guidance to customers, enabling them to successfully adopt and utilize their SaaS product.
- Act as the voice of the customer within the organization, advocating for their needs and requirements.
- Collaborate with cross-functional teams, such as product development and support, to address customer issues and resolve any challenges promptly.
- Identify opportunities for upselling and cross-selling additional products or services to existing customers.
- Collaborate with the sales team to develop expansion strategies and drive customer renewals.
- Any obstacle you find on the way to the happiness of our clients, you remove.
- Maybe you like to challenge yourself? Be our guest!