Customer Success Manager

The job overview for the Customer Success Manager role at kevin. involves onboarding and training customers, managing accounts, retaining and growing customer relationships, advocating for customers, and reporting and analyzing customer success metrics. The successful candidate should have a Bachelor's degree in Business or a related field, 3-5 years of experience in a similar role, and proficiency in CRM and data analysis tools. The role requires strong communication and problem-solving skills, as well as the ability to identify upselling and cross-selling opportunities. The compensation package includes a competitive salary and benefits such as private health insurance and the latest Apple MacBook.

• Develop and execute effective customer onboarding processes.
• Provide product training and best practices to ensure customers are well-equipped to use our service efficiently.
• Collaborate with the sales team to ensure a smooth transition from Sales to Customer Success.
• Build and maintain strong relationships with Customers, becoming a trusted advisor and advocate for their success.
• Regularly communicate with customers (monthly meetings/QBRs) to understand their goals, challenges, and requirements.
• Keep a “high-level view” and seek to improve all aspects of the Customer Experience with the company.
• Monitor customer health and satisfaction metrics, proactively addressing any issues that arise.
• Work with the support team to resolve customer problems quickly and efficiently.
• Collaborate with cross-functional teams, including sales, product, marketing, and engineering, to ensure a seamless customer experience.
• Identify opportunities to upsell or cross-sell additional products, features, or services based on customer needs.
• Develop and execute customer success plans to drive product adoption and value realization.
• Monitor churn and develop strategies to reduce customer attrition.
• Encourage customers to share their success stories, acting as references for potential customers.
• Coordinate and facilitate customer testimonials, case studies, and other marketing content.
• Leverage customer feedback to inform product development and improvement efforts.
• Track, analyze, and report on key customer success metrics, including churn, product usage, customer satisfaction, and expansion.
• Use data-driven insights to improve customer success strategies and processes.
• Share customer success insights and trends with internal stakeholders to drive continuous improvement.

• Bachelor's degree in Business, or related field and 3-5 years of work experience as a Customer Success Manager or Account Manager preferably in the B2B Tech SaaS company in the payment industry.
• Strong understanding of SaaS platforms, cloud-based technologies, and payment industry trends.
• Proficiency in CRM tools (e.g., Salesforce, HubSpot), data analysis tools, and project management softwares (e.g., Asana, Trello).
• Proficiency in data analysis and reporting tools to track customer success metrics and generate insights.
• Ability to identify upselling and cross-selling opportunities based on customer needs.
• Persuasive communication and negotiation skills to drive customer retention and growth.
• Basic technical skills with a desire to learn new technologies are required, as they relate to the use of the service.
• Problem-solving and critical thinking abilities to address customer issues and find solutions.
• Strong communication and interpersonal skills to effectively engage with customers and build long-term relationships.
• Active listening and empathy to understand customer needs and challenges.