Manage relationships with key accounts. Ensure they derive value and their billing grows.
Own and deliver at least $20K New MRR within 3 months.
Implement best practices to make the CSM Team more efficient. Creating a training program,metrics based review and coaching system for other CSMs.
Work with founders to drive further optimisation of metrics, consistently working onimprovements in quality, conversion, and process adherence.
Responsibilities
Serving as the main point of contact for customers, addressing queries, concerns, and providing support as needed.
Guiding new customers through the implementation process, ensuring a smooth transition from sales to product usage.
Establishing strong relationships with customers, understanding their needs, challenges, and objectives.
Collaborating with customers to develop success plans tailored to their specific goals and objectives.
Tracking key performance indicators (KPIs) related to customer success, such as retention rates, customer satisfaction scores, and product usage metrics.
Working to ensure customer satisfaction and value realisation to secure renewals and drive upsell opportunities.
Collaborating with sales, marketing, and product teams to align efforts and ensure a unified approach to customer success.
Requirements and background
Ability to take extreme ownership of everything related to customer success that is happening in the company.
Inspiring personality and amazing interpersonal skills.
At least 2 years of experience in customer success role.
Strong analytical skills and problem-solving attitude.
