Sr. Customer Success Manager
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Key skills for this role
About the Role
Deliver exceptional customer experience by educating clients, building relationships, monitoring feedback, and utilizing technology for customer success.
Key Skills for This Role
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Overview
- Why this role matters:
- We re growing at a rapid pace and our priority remains the same: deliver an exceptional customer experience.
- Our clients range from governmental to large enterprises and everything in between, and we re looking for a Customer Success Manager that puts experience and high standards at the forefront of every interaction with our customers.
- What you ll be doing:
- Learn our products from A-Z and use that knowledge to educate our customers on our services, and what fits right for them
- Bridge the gap between the customer being onboarded and gaining value from our services
- Find strategic and consistent ways to keep our clients engaged & using our products regularly, increasing our adoption
- Build strong relationships with our customers rooted in trust and build customer loyalty through them
- Help our customers set-up and navigate our platform
- Identify which of our products could further bring value to our customers and up/cross-sell
- Obsess over metrics like NPS and closely monitor customer feedback, and most importantly - execute on them
- Work closely with the Customer Support, Professional Services, Product & Sales team to deliver an exceptional customer experience
- Monitor, collect and communicate customer feedback in a regular fashion to the wider teams - you act as the voice of the customer internally
Who You Are
- You re proactive and don t wait for the customer to reach out to you with a problem to know what they need or what challenges they re facing
- You re tech-savvy, and are comfortable navigating CRM tools such as HubSpot (that s what we use here at Lucidya)
- How to know you re tech-savvy? Your family and friends ask you questions like how do I do X on this [app]?
- You re also familiar with Customer Success Platforms (CSPs) such as ChurnZero, and are able to use it effectively to monitor utilization, behaviors, etc
- You re a strong communicator, and can explain technical terms to a 5 year old in a simple, digestible manner
- You re also bi-lingual, and can communicate with Arabic speaking customers as comfortably as you can with English speaking ones
- You re extremely customer centric - you put empathy at the forefront of customer interactions
- You have 5+ years of experience in a similar role, and have a deep understanding of B2B SaaS
- You re comfortable interacting with clients face-to-face from all different backgrounds and forming strong relationships with them
- What the hiring process will look like:
- Screening call with TA
- Technical interview with the hiring manager
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