Full-Time Customer Success Manager

Who You Are: A Support-Minded and Proactive Customer Success Manager

At WellSaid Labs, Customer Success Managers drive long-term success and adoption by serving as the main point of contact to a designated set of customers. While your focus will be on retention initiatives, your day-to-day will require involvement in all aspects of the customer journey - from onboarding new customers to technical support and owning retention and customer satisfaction. This is an incredible opportunity to join the first of WellSaid’s team based outside of the United States, as we focus on global expansion. 

How You’ll Contribute:  

As CSM, you will serve as the primary contact throughout the entire customer relationship. This includes onboarding new customers, training end users, ongoing technical support, and partnering with your Expansion Account Executive team to identify upsell/cross-sell opportunities and secure renewals.

In your day-to-day, you will: 

• Onboard customers, understanding their use cases and workflows 
• Clearly communicate best practices to customers
• Identify and engage accounts at risk, and implement methods to avoid churn
• Further the understanding of customer outcomes through ongoing collection and analysis of data
• Document and report the voice of the customer to product and sales
• Provide strategic support to customers and help them craft voice-overs for their productions 
• Increase adoption and revenue across the existing book of business
• Insightfully anticipate customer needs and proactively offer assistance
• Be a product expert, deeply understanding the various customer use cases and product features to meet their needs
• Clearly communicate exciting new product updates/functionalities and upcoming webinars with customers. 
• Address customer inquiries and requests through various channels of communication (email and live chat). Communication should be timely, professional, and friendly; building rapport with customers.
• Advocate for customers' needs and issues through strategic collaboration with different departments, including customer success, sales, product, engineering, or ethics teams, to provide a seamless customer experience and resolution.
  
  

What We’re Looking For 

To thrive in this role, you ideally have successfully built strong relationships with customers to ensure satisfaction and revenue retention/growth. You are able to communicate clearly and effectively with your book of business in order to act as their trusted advisor and product expert. 

 You also have some combination of the following: 

• 3+ years of experience in Customer Success, Account Management, Business Development, or another client-facing role
• Bonus: able to speak fluent German
• Experience working in fast-paced or startup environments
• Experience with SaaS applications
• Experience with ZenDesk, HubSpot Support, or related ticketing systems