Customer Success Manager

DevHub; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A technology solutions company is seeking a proactive Customer Success Manager to enhance customer satisfaction and retention. This role demands experience in customer success and excellent communication skills. The ideal candidate will manage strategic relationships, drive revenue growth, and collaborate with cross-functional teams to deliver exceptional experiences. A passion for customer advocacy and problem-solving is essential for success in this fast-paced environment.

Qualifications

• 3 years of experience in customer success or account management.
• Strong commitment to delivering exceptional customer support.
• Excellent verbal and written communication skills.

Responsibilities

• Establish strategic advisor relationships with customers.
• Develop success strategies to elevate customer satisfaction.
• Drive revenue growth and retention within your book of business.

Skills

Customer Support

Problem Solving

Communication

Customer Success Strategies

Time Management

Tools

Zendesk

Asana

Excel

Hubspot

Slack

SEMRush

Job description

The Role

DevHub is seeking a proactive and experienced Customer Success Manager to serve as a strategic trusted advisor for key customers. This role is pivotal in maintaining our commitment to outstanding customer experiences, ensuring that our customers achieve their goals with our platform and services. The ideal candidate will have a strong background in customer success, excellent leadership skills, and a dedication to fostering a customer-centric culture.

As a Customer Success Manager, you will oversee daily customer operations, implement strategic initiatives, and drive continuous improvement in customer engagement and retention. You will be responsible for maintaining high levels of customer satisfaction by addressing customer needs with urgency and professionalism. Additionally, you will collaborate closely with our sales, product, and development teams to provide feedback that will enhance our platform and meet the evolving needs of our customers.

Who you are

You have a passion for helping customers succeed and a knack for problem solving and strategic thinking, naturally approaching situations with a consultative, solution-driven mindset and embracing each customer relationship as a true partnership. You know your success, and the company’s success, depends on the successful business of our customers. You are a team player and love fast-paced, high-growth, start-up environments. You excel at quickly identifying and resolving issues while driving long-term customer engagement and loyalty.

What You’ll Do

• Establish and own trusted strategic advisor relationships with customers, focusing on adoption, retention, and customer satisfaction
• Develop and execute success strategies to elevate customer satisfaction, help customers achieve and surpass KPIs, and align with customer retention and growth objectives.
• Revenue growth and retention: Accountable for retaining and growing annual recurring revenue within your book of business by driving successful business outcomes and value for DevHub customers and identifying opportunities for upsell and expansion
• Lead customer through the onboarding process while continuously highlighting the value of our products and services to customers and assessing needs to ensure the platform meets their requirements
• Serve as the main point of contact for all continued ongoing builds and enhancements with the customer: This includes evaluating customer needs, gathering and deploying internal resources, and confirming customer satisfaction upon product release.
• Coordinate meetings and communications with customers, including preparing agendas, taking notes, and following up on action items
• Customer Advocacy: Act as the voice of the customer, championing their needs and feedback. Collect and communicate customer insights to product and development teams to guide the product roadmap and enhancements. Collaborate with cross-functional teams to utilize customer insights and develop advocacy strategies.
• Regularly monitor and report on customer metrics and customer health, flagging and addressing any critical accounts to insure ongoing partnership between them and DevHub
• Maintain organized records of customer interactions and discussions using DevHub best practices

Requirements

• 3 years of experience in customer success, account management, or a similar role
• Strong commitment to delivering exceptional customer support, with problem-solving and decision-making capabilities, particularly in resolving escalated customer issues and effectively managing crisis situations.
• Excellent verbal and written communication skills, with the ability to effectively communicate with customers, team members, and stakeholders.
• Ability to advocate for the customer within the organization and drive initiatives to meet customer needs.
• Proactive problem-solving abilities and attention to detail, with a focus on delivering high-quality results.
• Strong understanding of customer success strategies, metrics, and best practices.
• Ability to thrive in a fast-paced, startup environment.
• Experience working with enterprise clients
• Strong team player but comfortable taking on tasks alone, a self-starter
• Amazing time management skills, with prior experience in a time-sensitive development environment
• Familiarity with Zendesk, Asana, Excel, G-Suite products, Hubspot, Slack, and SEMRush, a plus.