Manager of Customer Success

ob Description

As the leader of the Customer Success Team, you will be responsible for formulating and implementing measures to maximize the customer value of our service. You will play a key role in setting up and structuring the organization in its early phase and will actively be involved in CX initiatives in collaboration with the global team.

Responsibilities

With the mission of maximizing customer value, as the leader of the CS and Support teams, you will be responsible for:

• Designing and improving the overall CS process, including customer onboarding and support.
• Collaborating with the marketing and sales teams to improve operations based on CS insights.
• Redefining and analyzing health scores in line with product growth and evolution.
• Analyzing Voice of Customer and providing feedback and improvement suggestions to the product team.
• Hiring and managing CS/Support team members.
• You will tackle the above tasks in collaboration with the CPO and Head of CX.

Essential Qualifications

• Experience in managing teams of 2 or more
• Field sales or customer success in SaaS.
• Business development in the IT domain.
• Experience as an IT or business consultant.
• Experience in an information systems department.

Preferred Qualifications (WANT)

• Work experience in a startup or during a business launch phase.
• Experience using English in professional settings.