Full-Time Senior Client Experience Manager

About Osome: Osome is an international fintech startup simplifying entrepreneurs' daily tasks, focusing on admin, accounting, and bookkeeping to empower them. The company utilizes a SaaS solution with human support for real-time services.

About the Role:

• Reporting: Weekly reporting to the Chief Customer Officer on team performance, metrics, and retention/renewal goals.
• Team Management: Organize CX team meetings for strategy alignment and issue resolution.
• Performance Management: Conduct performance reviews, provide coaching and feedback to regional/country leads.
• Renewal Analysis: Analyze renewal revenue data, identifying risks and opportunities for growth.
• Customer Health Monitoring: Track customer satisfaction & health using CRM & analytics, identifying trends and opportunities.
• Escalation Management: Resolve complex customer issues empathetically while coaching the team.
• Cross-Functional Collaboration: Collaborate with Sales, Finance, and Marketing to ensure renewal revenue targets are met.
• Churn Mitigation: Develop and implement strategies to reduce churn using predictive analytics and customer feedback.
• Team Development: Oversee recruitment, onboarding, and training of team members.
• Process Documentation: Maintain clear and scalable CX processes and workflows.
• Product Development Involvement: Contribute to product development, incorporating customer insights into roadmap planning.
• Communication: Distribute updates on initiatives to ensure team alignment across regions.

About You:

• Bachelor's degree in a relevant field (Business, Marketing, Psychology, Communications)
• 5-7+ years of experience in customer success/experience, with retention/renewal expertise.
• Strong CRM (Salesforce, HubSpot) and data analytics (Tableau, Looker, Power BI) skills, translating data into action.
• Proven ability to improve customer satisfaction metrics (e.g., NPS, CES) and reduce churn.
• Experience managing global, cross-functional teams, focused on execution and measurable outcomes.
• Proven success in aligning CX strategies with company financial goals.

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