Manager - Customer Success

About the job:

Key Responsibilities:

- Lead and mentor the customer support team to achieve high levels of customer satisfaction and retention.

- Develop and implement strategies to enhance customer success and drive customer engagement.

- Handle escalated customer inquiries and resolve complex issues in a timely and professional manner.

- Create and maintain clear and effective written communication, including email responses, support documentation, and training materials.

- Collaborate with cross-functional teams, including Sales, Product, and Marketing, to align customer feedback and insights with business objectives.

- Monitor and analyze customer support metrics to identify trends and areas for improvement.

- Facilitate regular training sessions for the support team to enhance their skills in communication and customer management.

- Manage stakeholder relationships, ensuring alignment on customer expectations and support capabilities.

Qualifications:

- Bachelor's/ Master's degree in Business, Communications, or a related field.

- Minimum of 5 years of experience in customer support or customer success roles, with at least 2 years in a leadership position.

- Proven experience in developing customer retention strategies and enhancing customer satisfaction.

- Exceptional verbal and written communication skills, with a strong focus on professional email correspondence.

- Demonstrated ability to manage relationships with stakeholders at all levels.

- Strong analytical skills, with the ability to leverage data to drive decisions.

- Proficient in customer support software and CRM tools