Customer Success Manager

The Customer Success Manager plays a vital role in fostering customer retention and managing the entire customer lifecycle for our clients in the Americas region. They serve as the main point of contact, engaging with clients daily to ensure their satisfaction and success. This includes providing comprehensive account management, such as training and educating clients on our products and services, addressing inquiries regarding reports and deliverables, and offering guidance on industry best practices. Additionally, the Customer Success Manager implements strategies to enhance customer retention throughout the lifecycle, identifying opportunities for upselling and cross-selling, and proactively addressing any concerns or challenges that may arise. This role requires a proactive approach and the ability to build strong relationships with clients to drive long-term success and loyalty.

We take pride in our commitment to delivering outstanding customer service, and our Customer Success Managers play a vital role in achieving this objective. This role is closely intertwined with various teams, including Sales, Marketing, Operations, and others, to ensure seamless collaboration. This is a remote, work from home opportunity open to candidate in the United States.

Key Responsibilities:

• Act as the primary point of contact for our client base, fostering strong relationships and understanding their needs
• Manage the setup process for new clients and provide training during onboarding
• Offer ongoing account management and support to ensure customer satisfaction
• Educate existing clients on the value of additional G2RS services and solutions
• Identify, investigate, track, and resolve customer inquiries and issues promptly
• Collaborate effectively with internal teams to address customer needs
• Take ownership of the customer lifecycle and retention efforts
• Possess analytical abilities to anticipate and address customer needs proactively
• Conduct Quarterly Business Reviews (QBRs) with clients to review performance, address concerns, and identify opportunities for improvement
• Undertake additional tasks as assigned and as required

Requirements

• 2-5 years of experience in business development
• Fluent in English; proficiency in other languages is advantageous
• Demonstrated track record of customer focus and excellence
• Exceptional written and verbal communication skills
• Strong negotiation and presentation abilities
• Capacity to multitask and adapt to rapidly changing priorities
• Keen attention to detail and commitment to delivering high-quality work
• Proven ability to collaborate effectively as part of a team
• Bachelor’s degree or higher preferred