Customer Success

Customer Success Job Description Template

Our company is looking for a Customer Success to join our team.

Responsibilities:

  • Demonstrate good product and process understanding;
  • Take initiatives to increase user adoption and retention;
  • Follow and adhere to best practices for all internal processes;
  • Identify risks and implement risk mitigation plans;
  • Ability to manage multiple priorities in a fast-paced environment;
  • Onboard and train new customers how to use the platform efficiently;
  • Work in tandem with the AE / Renewals team to ensure timely renewals;
  • Give personalised product demos and webinars to connect with customers;
  • Perform stakeholder analysis to identify champions for an account;
  • Collaborate with sales and give quarterly and monthly review meetings to customers;
  • Take ownership and accountability for ensuring customer retention;
  • Identify and create opportunities in assigned customer portfolio.

Requirements:

  • Strong technical aptitude; high level of comfort with conversing on technical topics;
  • 3-5 years of experience in a client-facing role and understand the basics of SaaS;
  • Ability to understand complex business environments and uncover customer issues, process problems, and translate needs into business opportunities;
  • Strong written and verbal communication, as well as time management skills;
  • Should have worked with US and European customers;
  • Quick learner and self-managed;
  • Technical background preferred;
  • Sensitive to the feelings of others and shows empathy in dealing with customers;
  • Flexible to work in shifts;
  • Strong ability to demonstrate value propositions & ROI in complex environments to a wide variety of individuals; technical and/or executive audiences;
  • Familiarity with CRM tools (like Salesforce) or test automation languages (Selenium / Appium) or writing code (Ruby, Java, C#) will be a plus;
  • Ability to develop, implement, monitor, and drive account plans; manage a portfolio of multiple projects running simultaneously;
  • Very methodical in solving problems.