Reloadly is a tech started, removing the complexities in mobile airtime and digital gifting with our innovative and flexible Cloud APIs. We are looking for a technically savvy Customer Success Manager who possesses a strong drive for results. Duties for the Customer Success Manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.
Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.
Customer Success Manager Responsibilities:
- Primary responsibility for understanding customer’s roadmap and use cases, becoming a trusted advisor to assist them with onboarding and key contact.
- Ensure customer needs and challenges are communicated and understood by Executives and functional teams.
- Implement programs to reduce Churn
- Analyze customer data to improve customer experience.
- Implement programs to contribute to improve company Quick Ratio
- Drive resolution of problems or critical issues for assigned customers by aligning appropriate resources, including professional communication with all stakeholders
- Proactively take actions for customers below threshold health score
- Conduct periodic touchpoints to measure customer satisfaction and product deployment levels
- Hold product demonstrations for customers.
- Improve onboarding processes.
- Evaluate and improve tutorials, support articles and other communication infrastructure.
- Mediate between clients and the organization.
- Handle and resolve customer requests and complaints.
- Aid in product design and product development.
- Lead upsell efforts by identifying additional use cases and positioning new solution offerings to clients
- Validation of new customer signups
- Adding new accounts on customer pipeline CRM
Customer Success Manager Requirements:
Demonstrated track record of successfully managing complex customer relationships in a technology service industry
Excellent communication skills, including with internal and external stakeholders and all levels of management.
Proven record of driving issues to resolution with great customer satisfaction
Strong interpersonal relationship building skills
Willing to be a hands-on contributor and a proactive team player
Ambitious and driven, thriving in a demanding and fast-paced environment
3+ years of customer success experience preferably in SaaS organization.
4-year degree required
Preferred Skills
- Experience in change management, decision making, planning, and process improvement/business transformation.
- Previous customer success experience in a APIs, SaaS or Cloud communicaiton organization
- Experience in Intercom software and Hubspot CRM
- (Trilingual) English, Spanish and French is a plus
