Boosting customer loyalty by building and maintaining solid relationships with existing and new customers, acting as their main point of contact.
Proactively identifying customer needs and goals, developing strategies to help them achieve success with the product or service.
Conducting regular check-ins and meetings with the existing customer base to assess their satisfaction, address any customer issues, and provide ongoing support.
Collaborating with internal teams, such as the sales team, support team, product team, and the rest of the customer success team, to ensure a smooth customer onboarding
process, implementation, and resolution of any issues.
Monitoring customer usage and adoption of the product or service throughout the customer journey, analyzing data and metrics to identify trends and areas for improvement.
Providing product training and education to customers, ensuring they have the knowledge and skills to maximize the product’s offerings and any new features.
Skills
A Bachelor’s degree in business, marketing, communications, or a relevant field is preferred.
Certifications in customer success or related areas are valued.
7 years of experience in a customer-facing role, preferably in customer success, account management, or a related field.
Experience working within a B2B SaaS environment.
Familiarity with customer success tools and software, such as CRM platforms.
Proficiency in Excel or other data analysis tools is valuable for assessing customer data.
Experience working with NPS scores and surveys is a big advantage.
