Customer Success manager Offline
⭐️ We are looking for a Customer Success Manager with a technical background to join our fully remote team. We have over 20 Enterprise-grade customers and plan to add 30 more within 2024.
You’ll be the first hire for the CS department. So expect to get your hands dirty.
You can expect full autonomy, a ton of responsibility, equity, and an excellent opportunity for growth.
Opportunity:
A great deal of freedom, trust, and accountability. No long approval processes; you are free to take action. This freedom goes hand in hand with responsibility.
Joining an early team and growing with it.
Gain enormous experience by helping our customers and enhancing the product.
You’ll become an expert in data-as-a-service business. Please read this article to understand better what DaaS is.
Customers already love us
Functions:
Build Customer Success processes from almost zero to 1
To own customer’s journey from onboarding to renewal & upsell, provide ongoing support to customers
Run Customer onboarding meetings
Be responsible for Pilot Execution (Custom Deployments for $50,000+ ARR contracts)
Be responsible to customer’s overall happiness and KPIs
Minimize churn while maximizing upsells and renewals
Be the voice of the customer, propose new features and product improvements
Maintain accurate CRM data
Set up Case Study calls
Your KPIs:
CRR & Churn, LTV
Upsells
NPS
Customer-specific KPIs
Compensation and Perks:
Competitive salary, on-target bonuses, and equity
Up to 24 days of vacation & 16 days of sick leave/holidays (all fully paid)
Learning and development compensation
Yearly company retreats (this year, we’re all going to the Canary Islands, yay!)
Experience:
Minimum of 3 years of experience in a B2B SaaS Customer Success manager
Excellent communication, negotiation, and interpersonal skills
Experience in building Customer Success processes and metrics
Ability to understand and articulate technical information for both technical and non-technical clients
Strong problem-solving and analytical skills
Ability to work independently, prioritize tasks, and manage time effectively
Technical background is a must. You don’t have to know anything about how our solution works, but you have to be able to understand such concepts as web crawling, web scraping, Natural Language Processing, LLM fine-tuning, webhooks, data dumps, REST API, and many others.
Advanced English written and verbal
Needed tools:
ZenDesk, CRM, PM tools (Asana, Clickup, Jira, etc), G Suite, Rest API