Customer Success Manager

Schedule: TBD

Location: Fully Remote (LatAm)

Salary: 1500 - 2000/month

*This role is exclusively available to candidates from Latin America. Please submit your resume in English.*

A leading provider of an Access Management & Identity Security Platform tailored for Jira, specializing in modern access request and provisioning workflows within Jira Service Management, is seeking a Customer Success Manager.

As our first Customer Success Manager, you will be instrumental in nurturing our self-service customer base through low touch programs. You'll be responsible for ensuring our users not only achieve their desired outcomes through our product but become champions of our solution in their organizations. 

Your mission will be to drive customer satisfaction, retention, and growth through efficient and effective engagement at scale. 

Key Responsibilities:

• Proactively engage with incoming leads and customers to understand their needs, address any concerns, and ensure overall satisfaction with our platform.
• Conduct regular check-ins with customers to gather feedback, identify opportunities for improvement, and provide ongoing support and guidance.
• Identify common user challenges and proactively address them through developing educational content, such as demos, user guides, webinars and documentation, to support users in leveraging our software to its fullest potential.
• Aggregate user feedback from various channels and synthesize insights to guide product development and enhancements.
• Partner with the product team to prioritize and advocate for customer needs and influence the product roadmap
• Develop and track key metrics to assess customer engagement, satisfaction, and product adoption at scale.
• Use data to identify at-risk customers and devise automated interventions to mitigate churn.
• Organize virtual events and webinars to enhance community engagement and provide value-add content.

Requirements

• Previous experience in a customer success role in a SaaS company.
• Proficiency in utilizing customer success software and CRM tools to manage and analyze customer data.
• Strong proficiency in written and verbal English communication, with the ability to articulate complex concepts clearly and concisely.
• Demonstrated ability to build and maintain strong relationships with customers, focusing on understanding their needs and driving success.
• A scrappy mentality—you wear many hats and are willing to get your hands dirty.
• Technical curiosity or experience—interested in becoming an expert in a specialized product for technical teams.
• Excellent creative and critical thinking skills—you come up with preemptive solutions before the problems exist
• Familiarity with access management, identity security, or related software solutions is a plus but not required.

We are a recruiting firm built to help US companies hire quality talent in the Philippines.

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