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.