Senior Customer Success Representative to Web Manuals
About The Position
At Web Manuals, we’re redefining aviation with our state-of-the-art SaaS solutions. Our mission? To revolutionize how aviation professionals work while reaching new heights of innovation and service. As a bootstrapped company, we chart our own course, breaking barriers and setting our sights on the stars and beyond. We’re proud to offer an environment where you can soar - both professionally and personally - and explore a world of opportunities within an international team. With offices in Malmö (HQ), San Diego, New York, and Singapore, we’re growing rapidly. Now, we’re on the hunt for a senior Customer Success Representative to join our team in New York! Take the leap and join Web Manuals on our journey to revolutionize aviation - apply today! As a senior Customer Success Representative, you're responsible for ensuring customers achieve maximum value and success with the Web Manuals product. This role works closely with, coaches, and supports the Customer Success team, leveraging deep understanding of customer needs, challenges, and operational environments to drive successful customer deliveries and ongoing relationship management. The senior Customer Success Representative proactively identifies and develops business opportunities, nurturing and expanding customer relationships and revenue. By anticipating both known and potential customer challenges, the senior CSE guides customers toward long-term success and strengthens engagement across all phases of the customer lifecycle.
Requirements
- A bachelors degree within a relevant area.
- 4+ years of professional experience from a customer success role.
- Proven ability to lead customer-facing initiatives, manage complex enterprise customer accounts, and drive adoption.
- Experience coaching or mentoring team members; comfortable acting as a team lead when needed.
- Skilled in managing long-term customer relationships and increasing customer engagement.
- Strong capability in planning, executing, and monitoring customer onboarding and delivery projects.
- Business-oriented thinking to spot growth opportunities and contribute to process development.
- Customer-centric mindset with a genuine desire to help customers succeed.
- Organized, accountable, and comfortable working in a fast-paced environment.
- High level of initiative and ownership.
Responsibilities
- Lead and manage customer project deliveries to ensure successful outcomes and high satisfaction.
- Understand customer challenges, opportunities, and their full journey with and without the Web Manuals suite.
- Maintain and strengthen long-term customer relationships and guide customers toward successful adoption and usage.
- Identify and pursue relevant up-sell opportunities that support customer success.
- Keep customers informed about Web Manuals events and engagement opportunities.
- Gather and analyze customer data to support delivery quality, Customer Success strategy, and business development.
- Develop and improve global Customer Success processes and seek new business opportunities.
- Provide leadership, coaching, and onboarding support to Customer Success Associates when instructed.
- Report Customer Success activities and contribute to internal reports, projects, and initiatives.
- Coordinate daily operational tasks.
- Supporting team members to perform in accordance with the relevant processes and metrics.
- Feeds regional director with expertise of local conditions to improve processes.
- Host local training to ensure global process alignment.
- Assist the Director of Operations with assigned office tasks when needed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
