Summary:
We are seeking a highly motivated and experienced Customer Success Manager to join our team. The Customer Success Manager will be responsible for ensuring our customers are successful in using our SaaS products and will also oversee the customer support team. The successful candidate will have a passion for customer success and a desire to provide exceptional customer service.
Timezone:
- Must be available to work in the US EST timezone from 9 am to 5 pm
Customer Success Responsibilities:
- Build strong relationships with customers and be their advocate within the company
- Develop and maintain a comprehensive understanding of our product and its features
- Develop and execute Unific onboarding and training programs for new customers
- Monitor customer health and take proactive measures to prevent churn
- Increase customer retention and satisfaction
- Increase product adoption
- Identify opportunities for upsell/expansion
- Work closely with the product and customer support team team to identify customer needs and provide feedback on product improvements
Customer Support Manager Responsibilities:
- Manage customer support team and make sure they are achieving their KPIs
- Decrease customer support response time
- Maintain and improve the existing knowledge base
- Create playbooks and process for support requests
Requirements:
- Bachelor's degree or equivalent, but Unific values experience over education
- 3+ years of experience in customer success or customer support, preferably in a SaaS environment
- Excellent communication and interpersonal skills
- Strong problem-solving and critical thinking skills
- Ability to work independently and as part of a team
- Strong attention to detail and organizational skills
- Experience with customer support tools such as Zendesk, Freshdesk or HubSpot ServiceHub
- Familiarity with analytics and data analysis tools for support
You’re excited by:
- Learning new things
- Personal growth and company growth
- Thriving in a startup environment
- An egoless environment. We don’t care who is right, but we care what’s best for our team and customers
We have:
- A great team that is committed to quality and continuous improvement
- An open mind to new ideas and methods
- Opportunity to work with a dynamic and growing team
- Chance to make an impact on the success of our customers and our company
- Strong remote collaboration culture (we’ve been remote first since 2013)
- Opportunity for growth and advancement within the company
- Infrastructure built for continuous delivery
- Value diversity and inclusion
If you are passionate about customer success and have a proven track record of delivering exceptional customer service, we encourage you to apply for this exciting opportunity.
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