Customer Success Manager

Job Function: 

Customer Success Management

Description:

• Act as a primary point of contact for customers, ensuring their satisfaction and addressing any concerns.
• Advocate for customer needs and requirements internally to improve service and product offerings.
• Develop and maintain strong relationships with customers to foster loyalty and retention.
• Conduct regular check-ins with customers to ensure they are utilizing the product effectively.
• Monitor customer health metrics and proactively address any potential issues.

Responsibilities and Duties: 

• Proven ability to manage customers' success journey effectively and efficiently.
• Strong communication and interpersonal skills with a customer-centric attitude.
• Ability to analyze data and metrics to drive performance improvements.
• Demonstrated problem-solving skills and a proactive approach.
• Strong organizational skills with attention to detail.

Key metrics:

1. Team Engagement Rate – Measures how actively virtual team members engage with tasks, communications, and feedback. High engagement is critical in a virtual setting to ensure everyone is aligned and productive.
2. Response Time/Resolution Time – The speed at which virtual team members respond to and resolve client issues is a key performance indicator (KPI) for Client Success Managers. Faster response times often correlate with better client satisfaction.
3. Customer Satisfaction (CSAT) or Net Promoter Score (NPS) – Despite the virtual nature of the team, these metrics still reflect how well the team meets client needs, especially if they are handling customer-facing tasks.
4. Client Retention Rate – This is especially important when managing virtual teams, as maintaining strong relationships despite the distance is crucial. High retention rates often indicate that the virtual team is effective in supporting the client’s needs.
5. Employee Productivity and Output – Monitoring how well virtual teammates are performing their tasks, whether through specific targets or overall productivity levels, ensures that the team is meeting its goals.

Collaboration Metrics – Tools like Slack, Teams, or Asana can provide data on how well the team collaborates. High collaboration levels often lead to better results in client success management.

Hourly Rate: starting at $6 nego depending on experience

APPLY TODAY & START ASAP!