Customer Success Manager (In a Startup) (offline)

Whom we are seeking

The specialist will not only help us improve our approaches and ensure that current clients are comfortable and ready to get the most out of our product but also implement the customer success management strategy to help each customer achieve their goals.

At EducateMe, we are seeking someone who has a true passion for establishing strong relationships and improving key metrics to create results for our products and our customers.

Preferably you have previous experience in Project Manager, CSM in B2B SaaS.

You will join the team of around core teammates: a CEO, a Head of Product, and a Head of Marketing. You have the opportunity to become one of the main people in the company and build your own team.

We hold frequent general and one-to-one meetings twice a week to synchronise, discuss new ideas and difficulties, and share experiences. We also have short daily meetings with developers to discuss new features and bugs that need to be fixed.

The team members use Slack, mail, Notion, Zoom, Miro, Figma, etc., 
for day-to-day operations and team collaboration.

In this role, you will

Strategy and KPI

- Design and implement CSM strategy
- Create and maintain customer success metrics.
- Proactively monitor usage and contact customers
who need help or are not using the product enough.
- Make monthly reviews, reports, and surveys.

Care and improving

- Interact with the current customers and handle their requests
- Collaborate with the product team to provide suggestions
for improving the product based on customer feedback.
- Arrange and conduct customer success interviews.
- Provide regular check-ins with high-value customers to ensure
they are satisfied and to identify opportunities for growth or upselling.

Onboarding

- Provide personalized onboarding sessions for new customers.
- Develop an online knowledge base or FAQ for customers
and students to troubleshoot common issues.

Skills you’ll need to bring

- Nice English not less than B2+
-2+ years of experience as a Customer Success Specialist or Account Manager in B2B SaaS
- Experience in business communication via different channels: e-mail, chat, video, etc.
- Experience with Intercom or similar customer messaging platforms.
- Be result-oriented.
- Have a high level of empathy and passion for customer success

Benefits

- А place with a friendly environment where you can reach your
full potential and grow your career. We are focused on developing our team.
- Social package: paid sick leave and vacation.
- An opportunity to take the Head of Customer Success Manager role of the company.
- Stock options after two years of cooperation.

About EducateMe

We believe that the best answer to what education of the future can be belongs to the people of tomorrow who have yet to come. It should be:

- Agile — that sweet spot where learning and hands-on experience meet to improve lives.
- Market-oriented — a place to learn what is truly important and worthwhile in life.
- Humane — where one's capacity for original thought and expression is valued above one's encyclopedic knowledge.
- Lifestyle - where education is integrated into our daily lives like a good habit.

Our global vision is to make competitive high-effective knowledge accessible to everyone.

The core principles that we believe in our company:
- Honesty is the best policy
- Be ambitious and proactive. Think big
- Learn and Be Curious

Product
Our main product is an online academy builder. It allows gathering live sessions, programs with learning materials, and assignments in a single place.

The platform allows to:
- Create a cringe-free experience for learners
- Automate many processes for academy owners as well as course administrators.

Looking forward to seeing you onboard

Company website:
https://educate-me.co

DOU company page:
https://jobs.dou.ua/companies/educateme