Customer Success Manager

At AnywhereNow we are looking for a Customer Success Manager who loves to build strong success-focused relationships with enterprise clients, and who excels in a fast-changing environment.

The key focus of the Customer Success Manager role is to enable customers to achieve their desired outcomes by maximizing the value and adoption of our solutions, ensuring long-term satisfaction and retention.

You’ll do this by creating mutual success plans with your customers, fostering collaboration, enhancing customer satisfaction, and managing a smooth renewals process. This is an individual contributor role: you'll be responsible for managing your book of business, being the voice of your customers, understanding their goals and challenges, and working with them to achieve their desired outcomes.

This role involves strategic business awareness, whilst steering customer outcomes on a tactical level: leading efficient internal collaboration, understanding key customer health metrics and milestones, identifying areas to improve and proactively driving change.

The ideal candidate should have a background in customer success management or service delivery within the software industry (SaaS). Experience in Unified Communications, contact centers, and/or the Microsoft Teams tech stack would be useful.

Responsibilities:

• Partner with customers to align objectives and drive business value, ensuring a seamless experience that encourages long-term retention
• Facilitate collaboration across internal teams and customer stakeholders to deliver a cohesive and exceptional customer experience
• Utilize best practices, data-driven insights, and a deep customer-first mindset to enhance engagement and continuously improve processes
• Proactively address customer challenges by managing escalations, monitoring customer health, and mitigating risks to maximize satisfaction and retention
• Guide your customers through a smooth, timely and tailored renewals management experience to ensure continued success
• Identify growth opportunities by understanding customer needs and recommending solutions that expand their usage and value
• Organize and prepare for customer meetings, maintain accurate CRM records, document key insights, and track KPIs to drive performance and transparency.

Why we would like to have a dialogue with you

We pick competencies over experience. Can you convince us that you possess the following competencies:

• Communication: The ability to communicate clearly and effectively with stakeholders, and to be responsive to their needs and concerns
• Collaboration: The ability to work effectively with internal stakeholders and customers, and to build strong relationships based on trust and mutual respect, recognizing that everyone has something to contribute
• Empathy: The ability to understand and connect with the emotions and experiences of customers, and to respond with sensitivity and compassion
• Taking ownership: The ability to take full responsibility and accountability for tasks, projects, or actions, demonstrating a sense of commitment and dedication towards achieving desired outcomes
• Relationship-building: The ability to build strong relationships across the organization, and to establish a strong network of contacts and collaborators
• Perseverance: The ability to persist in the face of challenges or obstacles, and to continue working towards a goal despite setbacks or difficulties

To be successful in this role you need to bring a few essentials to kickstart the conversation:

• At least 4 years of experience as a Customer Success Manager
• Demonstrated experience with a high or medium touch structured approach to Customer Success, engaged with senior client stakeholders
• Proven track record in establishing and delivering customer retention
• At least 5 years of work experience within the Software industry: SaaS, CPaas, UCaaS or CCaaS in a scale-up environment.

Some last notes:

We are in the process of establishing a legal entity in South Africa, and you will be employed directly by us once it is finalized. In the interim, we expect you to work as a contractor.

Currently, this role is remote. However, we are also planning to open an office in South Africa, where you will be expected to work on-site at least two days a week once our office is operational.

As this position involves supporting regions such as Europe and the US, we require flexibility in working shifts to cover these time zones. Occasional weekend work will be expected. Rest assured, you will be compensated for any irregular hours worked.

AnywhereNow is committed to creating a diverse environment and is proud to be an equal-opportunity employer. We accept difference and we thrive on it for the benefit of our employees, our products, and our community.

Please note that we have a background check policy. The background check differs per country and position. If you would like to know more, the Talent Acquisition Specialists are happy to answer any questions!