Customer Success Manager

Finalis•San Francisco, CA

1d•Remote

About The Position

Elevate client relationships to new heights by assuming full responsibility for their success, expertly overseeing onboarding, comprehensive training, fostering rapid adoption, helping with questions, and consistently attaining exceptional levels of customer satisfaction. Cultivate and sustain a trusted strategic advisor relationship with clients, proactively spearheading the continuous delivery of value and optimizing their utilization of our products and services for maximum benefit. Maintain a keen awareness of current events and trends within the industry, diligently track and analyze relevant developments, and discern opportunities, potential challenges, and market insights. Leverage this intelligence to inform and enrich customer success strategies and initiatives, ensuring their alignment with the ever-evolving landscape of our sector. Showcase exceptional communication skills to proficiently interact with senior-level management, both within the organization and externally, to cultivate a profound understanding of customer needs. Take proactive ownership of customer success metrics and data management, adhering meticulously to established protocols and guidelines. Ensure the meticulous upkeep of accurate, real-time records, dedicatedly supporting analysis, reporting, and informed decision-making processes. Evaluate the customer journey, identifying key touchpoints and assessing how they are supported, while adopting a consultative approach to assist clients in overcoming challenges and achieving their goals effectively. Analyze C-Sat/NPS surveys, meticulously identifying areas for improvement and providing actionable insights to drive continuous enhancements in customer satisfaction and loyalty. Collaborate closely with the sales and marketing teams to effectively gather customer references, conducting in-depth interviews and leveraging customer success stories to develop compelling case studies that highlight the value and impact of our products and services.

Requirements

Exceptional written and spoken English
Minimum of 2+ years of relevant work experience as a customer success manager or relatable experience
Google Workspace experience
Excellent communication skills
Strong organizational skills
Ability to handle confidential information
Ability to work swiftly with a high sense of urgency and be comfortable with shifting priorities and deadlines
Self-starter, quick learner and highly organized with attention to detail
Ability to follow up; know what’s going on at all times and respond quickly
Flexible, patient, persistent and have a team spirit attitude

Nice To Haves

Experience using Salesforce, Asana and Customer Success platforms such as Vitally to manage day to day work

Responsibilities

Assuming full responsibility for client success
Overseeing onboarding and training
Fostering rapid adoption
Answering questions
Attaining exceptional levels of customer satisfaction
Cultivating a trusted strategic advisor relationship with clients
Spearheading the continuous delivery of value
Optimizing client utilization of products and services
Tracking and analyzing industry trends
Informing and enriching customer success strategies
Interacting with senior-level management
Taking ownership of customer success metrics and data management
Evaluating the customer journey
Assisting clients in overcoming challenges
Analyzing C-Sat/NPS surveys
Collaborating with sales and marketing teams
Gathering customer references
Developing compelling case studies

Benefits

100% Remote work (Work from wherever you want!)
Competitive USD salary
High-Speed Internet expenses allowance
Generous Paid time-off (Vacation Time!)
Additional 17 Flex Days (to use in national holidays or personal matters)
People Team Partner (to target your roadblocks and customize an action plan for your career path)
Buddy Program
Virtual After-Office Activities
Diverse Culture & Inclusive environment
Benefits Package [if applicable]
Paid Family Leave [if applicable]