Your mission
The Customer Success and Support Manager (CSSM) will be the main point of contact for our customers, responsible for their journey from onboarding to daily support. In this dual role, you will be responsible for customer onboarding and engagement as well as handling customer inquiries, troubleshooting issues, and ensuring a smooth, responsive support experience. As an early-stage company, we need someone who can build strong relationships, solve problems quickly, and lay the foundation for scalable success and support processes.
Onboard & Empower
Onboard & Empower
- Welcome new customers, guiding them to make the most of our product and achieve their goals.
- Create success plans, conduct trainings, and provide resources to drive engagement.
- Be the go-to problem solver for customer inquiries, swiftly addressing issues via our ticketing system.
- Work with our tech team to tackle technical challenges and deliver quick, effective solutions.
- Proactively check in on customers’ product use, sharing tips and support to maximize engagement.
- Serve as a trusted advisor, strengthening customer loyalty and satisfaction.
- Identify repetitive tasks and streamline processes for efficiency.
- Develop a knowledge base for self-service, empowering customers to find solutions.
- Collect customer insights and collaborate with the product team to improve our platform.
- Work cross-functionally to enhance both product features and the overall customer journey.
- Track renewals, identify upsell opportunities, and implement retention strategies to reduce churn.