We are seeking a dynamic and versatile Customer Success Manager who will champion our customers’ success and drive overall business growth. In this role, you will be responsible for leading a team of customer success representatives that handle both B2C and B2B customers, ensuring the ongoing success of our existing customers, as well as participating in top-of-the-funnel activities like prospecting, appointment scheduling, and lead generation and nurturing.
As a strategic partner to our customers, you will work closely with them to understand their needs, set joint success plans, and deliver on our solutions. You will effectively communicate the customers’ challenges and needs to cross-functional teams, championing their interests and ensuring their priorities are addressed.
Customer Success Manager Responsibilities:
Serve as the primary point of contact for all customer-related inquiries, providing timely and professional responses
Collaborate closely with customers to understand their needs, set joint milestones, and ensure the successful delivery of our solutions
Champion the customers’ interests to the internal teams, including Business Development, Product, Development, and Marketing, to ensure their needs are accurately communicated and prioritized
Address questions, concerns, and conflicts from customers efficiently and with empathy, while maintaining a positive and constructive approach
Maintain comprehensive records and documentation for customer accounts using tools such as CRM (e.g., HubSpot), email scraping (e.g., ), LinkedIn, task tracking (e.g., JIRA), and Google Workspace
Design and implement programs to support the ongoing success and engagement of customers
Organize virtual customer events and networking opportunities to foster strong relationships
Identify opportunities to increase customer satisfaction, retention, and referrals
Implement a comprehensive customer success process, including goal-setting, feedback, and ongoing support
Support and lead a team of Customer Success Representatives in providing constructive feedback, setting clear expectations, and facilitating the growth of their customer relationships, for both B2C and B2B customers
Mitigate customer-related risks and ensure compliance for the distributed customer base
Regularly generate reports on customer success activities, metrics, and initiatives to inform decision-making
Demonstrate the ability to discern when a customer request is not feasible and respond positively, while offering alternative solutions
Participate in top-of-the-funnel activities, such as prospecting, appointment scheduling, and lead generation and nurturing, to support the overall sales and growth efforts
Customer Success Manager Requirements:
Bachelor’s degree in business, marketing, or a related field (essential)
3-5 years of experience in a customer-facing role, preferably as a Customer Success Manager (essential)
2+ years of experience leading and managing a team of customer success representatives
Familiarity and expertise in using tools such as CRM (e.g., HubSpot), email scraping (e.g., ), LinkedIn, task tracking (e.g., JIRA), and Google Workspace
Exposure to customer relationship management, lead generation, and client retention strategies for both B2C and B2B customers
Effective customer service, account management, and sales skills
Full understanding of customer success best practices
Excellent written and verbal communication skills, with the ability to navigate both positive and challenging conversations
Works well under pressure and meets tight deadlines
Highly computer literate with capability in email, CRM systems, and related business and communication tools
Fantastic organizational and time management skills
Strong leadership, decision-making and problem-solving skills
Meticulous attention to detail
Ability to accurately follow instructions
Demonstrated ability to discern and respond positively to customer requests, even when they may not be feasible
Proven track record in lead generation and nurturing activities
Passion for championing customer success and driving business growth
About :
We’re an online education business based in the United States but have an amazing team in the Philippines. Our mission is to help make education affordable and accessible to all so anyone can create the life of their dreams through developing their skills.
APPLY FOR THIS JOB:
Company: Remote Workmate
Name: Angie Bartles
Email: