Customer Success Manager
Remote/Full-time
Ahoy Teams is a talent management partner dedicated to connecting highly skilled Filipinos with global opportunities in thriving startups and dynamic companies worldwide.
About the Role
You will ensure our customers achieve their desired outcomes while maximizing the value from our products and services. You will be the primary point of contact for our clients, fostering strong relationships and acting as their advocate within our company. Your mission is to understand their unique needs, drive adoption of our solutions, and ensure their long-term success and satisfaction.
Responsibilities:
Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth and successful implementation of our products and services. Conduct training sessions and workshops to educate customers on the best practices and features of our offerings.
Relationship Management: Build and maintain strong, long-lasting relationships with customers, serving as their trusted advisor and primary point of contact. Regularly check in with customers to gauge satisfaction, identify potential issues, and provide proactive solutions.
Customer Advocacy: Act as the voice of the customer within the company, communicating their needs, feedback, and concerns to relevant teams. Collaborate with sales, product, and support teams to ensure a seamless customer experience and drive continuous improvement.
Success Planning: Develop and execute tailored success plans for each customer, outlining their goals, key milestones, and success metrics. Monitor customer progress and provide guidance to help them achieve their objectives and maximize their investment in our solutions.
Renewals and Expansion: Identify opportunities for account growth and expansion by understanding customers' evolving needs and recommending additional products or services. Work with the sales team to drive renewals and upsells, ensuring a high customer retention rate.
Data-Driven Insights: Utilize customer data and feedback to provide actionable insights and recommendations to both customers and internal teams. Track and report on key performance indicators (KPIs) related to customer success, such as adoption rates, satisfaction scores, and retention metrics.
Qualifications:
Bachelor's degree in Business, Marketing, or a related field.
3+ years of experience in customer success, account management, or a related role in a B2B environment.
Excellent communication and interpersonal skills, with the ability to build rapport and trust with diverse stakeholders.
Strong problem-solving skills and a proactive approach to addressing customer needs and challenges.
Ability to manage multiple accounts and projects simultaneously, with strong organizational and time management skills.
Proficiency with customer success software, CRM systems, and other relevant tools.
A customer-centric mindset with a passion for helping clients achieve their goals and succeed.