Title: Customer Success Manager

Schedule:

• Monday - Friday, 8:00 AM - 5:00 PM PST (1-hour break, two 15-minute breaks)
• Days Off: Saturday & Sunday

Offer Rate: $1000/monthly

Ideal Candidate:

• Fluency in English, both written and verbal.
• Proven experience in collections, accounts payable, or a related field.
  Strong interpersonal and communication skills, with the ability to manage difficult conversations professionally.
• Proactive, detail-oriented, and organized in follow-up and documentation.
• Personable and confident when interacting with clients, both over the phone and via email
• Provide excellent customer service with a confident and approachable demeanor.

Key Responsibilities:

Relationship Building and Management:

CSMs establish and nurture strong relationships with clients, fostering a sense of trust and partnership.

Customer Success Planning:

They work with clients to define success metrics and develop strategies to achieve those goals.

Product Adoption and Usage:

CSMs ensure clients effectively utilize the product or service, providing guidance, training, and resources.

Proactive Problem Solving:

They monitor customer engagement, identify potential issues,

and proactively offer solutions before they escalate.

Ongoing Support:

CSMs provide ongoing support to clients, addressing questions, concerns, and issues that may arise.

Customer Feedback and Insights:

They collect and analyze customer feedback to identify areas for improvement in the product or service.

Retention and Growth:

CSMs play a crucial role in customer retention and expansion, identifying opportunities for upselling and cross-selling.

Cross-Functional Collaboration:

They work closely with sales, product development, and marketing teams to ensure a cohesive customer experience.

Skills and Qualities:

Excellent Communication and Interpersonal Skills: CSMs must effectively communicate with clients, both verbally and in writing.

Strong Analytical Skills:

They need to analyze data and identify trends to track customer success and identify areas for improvement.

Problem-Solving Skills:

CSMs must be able to identify and resolve customer issues in a timely and effective manner.

Product Knowledge:

A solid understanding of the product or service is essential for providing effective support and guidance.

Customer-Centric Mindset:

CSMs must prioritize customer satisfaction and work to ensure their success.

Organizational Skills:

They must be able to manage multiple accounts, track progress, and keep organized.

Relationship Building Skills:

CSMs must be able to build rapport with clients and establish long-term relationships.