Customer Success Manager

Primary Responsibilities

• Provide quick and effective assistance on technical issues raised by the customer.
• Guide customers remotely through systems configuration, troubleshooting, and maintenance.
• Listen attentively to customers’ questions and concerns and offer optimal solutions.
• Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel.
• Work with product and AI engineers to provide customers with quick turn around solutions.
• Represent the customer and drive internal teams to resolve issues with hot fixes and patches.

Other Responsibilities

• Manage complex client projects from initiation to closure, ensuring timely delivery, quality, and budget adherence.
• Lead client meetings and communicate project status, updates, and risks effectively to clients and internal stakeholders.
• Collaborate with cross-functional teams, including developers, designers, and QA teams, to ensure project success.
• Understand and document feature requirements.
• Determine effort allocation for new or existing SOWs (Statement of Work).
• Build and maintain strong relationships with clients, addressing their needs and resolving issues promptly.
• Establish, document, and refine Standard Operating Procedures (SOPs) and workflows to improve efficiency and consistency.
• Identify opportunities for automation in support processes to reduce manual effort and improve response times.
• Prioritize customer satisfaction and ensure minimal escalations by maintaining high service standards.
• Regularly report key support metrics and trends to the COO and suggest actionable insights for improvement.
• Lead and mentor a support team of 3-5 members, fostering a collaborative and high-performance culture.

Technical Qualifications

• Bachelor’s degree in Computer Science, IT, or a related field (preferred).
• 3+ years of experience in technical support, solutions engineering, or customer-facing technical roles.
• Strong problem-solving skills with experience resolving technical issues.
• Proficiency in APIs (e.g., Postman, REST), SSO solutions (e.g., SAML, OAuth), and web technologies (e.g., HTML, JavaScript).
• Experience with SaaS platforms, enterprise tools (e.g., ServiceNow, Salesforce), and startup environments.

Interpersonal Qualifications

• Excellent communication and project management skills.
• Proven ability to engage in technical discussions and research solutions.
• Experience creating clear and actionable technical training materials (e.g., videos, guides).
• Organization skills to create and maintain SOPs and grow the team.
• Mindset to handle senior management level customer communication and win trust with proactivity.

Cultural Attributes

• Entrepreneurial: Thrive in a creative, agile environment and excited to play a significant role.
• All-In: Fully committed to excellence and team success.
• Passionate: Excited about online collaboration and customer success, with hunger and ambition to achieve goals.
• Collaborative: Excel in cross-functional teams and enjoy partnering with customers, engineers, and product managers.
• Go-Getter: Have a “whatever it takes” approach to achieving objectives in a startup environment.