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Customer Success Manager
Middle, 2+
Upper Intermediate
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About Vacancy
In this role, you will play a crucial part in our team by building strong, long-term relationships with clients, ensuring their satisfaction, and driving their success with our products and services. Your main objective will be to exceed client expectations, increase retention rates, and create growth opportunities. As a Customer Success Manager, you will collaborate closely with the PM team, Sales team and C-level executives to achieve high-quality results for existing accounts, focusing on customer satisfaction and mutual business growth. -
You Will
- Drive business growth for existing projects and accounts.
- Monitor customer satisfaction, identify areas for improvement, and initiate appropriate actions.
- Understand customers' business needs, goals, and objectives, as well as project success criteria.
- Ensure effective communication between clients and the team.
- Provide comprehensive onboarding for new clients, guiding them through their journey with the company.
- Develop and execute plans to increase client retention and expansion, fostering long-term customer loyalty and satisfaction.
- Proactively engage with clients approaching contract expirations, identifying upsell opportunities and new business prospects.
- Cultivate solid referral streams and gather testimonials and references.
- Build trusting, long-lasting relationships with customers and expand the network.
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You Have
- 2+ years of experience in client-facing roles such as Account Manager or Customer Success Manager.
- Experience working with B2B international clients in IT outsourcing.
- Strong relationship-building skills, with a deep understanding of clients' needs and objectives.
- Excellent communication and presentation skills, capable of explaining technical concepts to non-technical clients.
- Analytical mindset and proficiency in data analysis to drive insights and decision-making.
- Strong problem-solving skills and the ability to navigate complex client situations with diplomacy.
- Customer-centric approach with a passion for delivering exceptional service.
- Self-organizational and result-oriented skills.
- Proficiency in English at an Upper-Intermediate level or higher.
- Preferred qualifications:
- Experience in building processes from scratch.
- Understanding of software development processes and methodologies.
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We Offer
- Exchange of experience, professional development
- Good office location in Kyiv, and Kharkiv with generators and Starlinks
- Co-working compensation
- English classes at company expense
- Partial payment for gym memberships
- Partial payment for courses and certifications
- Regular company events