Customer Success Manager

We're seeking a dynamic customer success manager to join our team at eShipz

As a CSM, you will be responsible for understanding our customers' needs, ensuring excellent customer experience, fostering long-term loyalty, and ensuring they get the most value from our products and services. You will be crucial in helping us build strong, lasting relationships with our clients/customers. The ideal candidate is passionate about customer service, satisfaction, and success, with excellent communication skills.

If you are a results-driven and customer-centric professional looking to make a meaningful impact, we encourage you to apply for the role and become part of a customer-focused, dynamic team. Along with a competitive salary, we offer a collaborative work environment and comprehensive benefits, including performance bonuses and professional development opportunities.

Objectives of the role

• Managing and growing relationships with key customers, acting as their primary point of contact.
• Engaging proactively with customers to understand their goals and challenges and offering solutions that align with their needs.
• Ensuring high customer retention and satisfaction levels by delivering exceptional service and support.
• Gathering customer feedback and communicating product improvement suggestions to the development team.
• Collaborating with internal teams to address customer feedback, resolve issues, and ensure the smooth delivery of products and services.
• Developing and executing customer success strategies that drive product adoption and maximise customer value.
• Monitoring customer health metrics, tracking success KPIs, and regularly reporting on customer outcomes to leadership.
• Advocating for the customer within the organisation to ensure their needs are prioritised.

Your tasks

• Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation.
• Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals.
• Identify upselling and cross-selling opportunities to expand customer use of the company's products and services.
• Oversee the customer lifecycle management and identify areas for optimisation.
• Conduct customer onboarding sessions to ensure successful product adoption.
• Create and deliver customised reports, presentations, and performance insights to demonstrate the impact of our solutions.
• Lead customer training sessions, workshops, and demonstrations to enhance product knowledge and usage.
• Assist in the development of customer success playbooks and resources.
• Serve as the liaison between customers and internal teams, such as product development, sales, and support.
• Manage customer escalations and ensure issues are resolved quickly and effectively.

Required skills and qualifications

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• 3+ years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles.
• Experience in managing customer success programs, customer retention, and upselling strategies.
• Ability to analyse customer data and usage trends to identify areas of improvement.
• Understanding of product management and its impact on customer experience.
• Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally.
• Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.
• Strong organisational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.
• Familiarity with CRM tools, customer success platforms, and analytics software.
• Solid negotiation skills to handle complex customer accounts.

Preferred skills and qualifications

• Advanced degree in Business, Marketing, or a related field.
• Relevant certification in Customer Success, Account Management, or related fields (e.g., Success HACKER, CSM certification).
• Experience in SaaS, technology, or B2B industries.
• Knowledge of customer success best practices and frameworks.
• Experience with customer success tools like, or HubSpot.
• Experience with data analytics and reporting.
• Experience in managing large enterprise-level accounts.
• Proficiency in handling customer escalations and resolving conflicts.
• Multilingual abilities, especially in regional languages.