Customer Success Manager

We are seeking a dedicated Customer Success Manager to help our team transforming the job search process, making it more efficient, personalized, and successful for professionals across various industries. With a focus on reverse recruiting and career coaching, we've established a platform that not only connects job seekers with opportunities but also provides them with the tools and support they need to thrive in their careers. As we continue to grow, we're looking for a Customer Success Manager to join our team and help us enhance our client retention and satisfaction rates.

Role Overview: The Customer Success Manager will play a crucial role in ensuring our clients achieve their career objectives through our platform. This position is responsible for developing and implementing retention strategies, providing outstanding customer support, and working closely with our team to continuously improve our service offerings. The ideal candidate will be a strategic thinker with a passion for delivering measurable results and a deep understanding of customer service in the digital age.

Responsibilities:

Develop and implement customer retention strategies to increase loyalty and reduce churn.
Conduct regular check-ins with clients to gather feedback, assess satisfaction, and identify opportunities for improvement.
Work closely with the sales, marketing, and product development teams to ensure a cohesive customer journey that meets and exceeds client expectations.
Analyze customer usage data to identify trends, predict potential churn, and proactively address issues.
Create and maintain comprehensive documentation on customer success processes and best practices.
Train and support team members in delivering exceptional customer service and understanding the impact of their roles on customer retention.
Develop success plans for customers that outline critical success factors, metrics for success, potential issues, and recommendations.
Organize and lead customer feedback sessions to inform product development and service enhancements.
Sell services to new prospective clients and answer incoming calls.
Prepare and present reports on customer success and retention metrics to the management team.
Requirements:

Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
3+ years of experience in customer success, account management, or a similar role, preferably in a tech or HR industry.
Proven track record of developing and implementing successful customer retention strategies.
Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and team members.
Strong analytical skills, with the ability to translate data into actionable insights.
Experience with CRM software and digital communication tools.
Ability to work in a fast-paced environment and manage multiple priorities.
Passion for helping others achieve their career goals.