Job title: Customer Success Manager

Location: Miami, FL

Salary: $55,000 plus 5K bonus

Start: Immediate

Daily activities include:

  • Engage with key customers and establish a mutually beneficial relationship
  • Proactively manage key customer’s and become their trusted advisor
  • Proactive monitoring of customer news. i.e acquisition, growth potential, churn risks.
  • Engaging with customers after purchase ensuring they find value
  • Holding regular meetings with key customers to establish a success plan based on desired outcomes and working on the objectives to achieve those outcomes
  • Document customer information, key contacts, issues, opportunities and create a single pane of glass approach to customer health.
  • Escalating key customer requests & issues internally, i.e support cases, feedback
  • Providing customer feature requests to the Product Owner
  • Occasionally you may be required to visit customers to attend meetings in person.
  • Improving the customer experience by demonstrating value
  • Aid in the creation of self-service material such as webinars, product guides, how to video.
  • Mitigating churn risks by proactively spotting inactivity and negative trends in customer behavior.

Required skills:

  • You will be fluent in English (additional languages desirable but not essential).
  • You will have at least 2 years’ experience as a Customer Success Manager in a SAAS environment.
  • Ability to hold an engaging and inspiring conversations, explaining technical concepts in a non-technical and accessible manner.
  • Be an active listener who’s able to see things from a customer viewpoint.
  • Experience with Microsoft Technologies
  • A quick learner who can absorb and process information quickly and anticipate issues
  • Strong communication skills, written and verbal.
  • Self-motivated team player with a ‘can-do’ attitude.
  • Ability to build effective relationships with stakeholders inside and outside the team, demonstrating active listening skills and producing true collaboration.
  • Strong organizational skills, with the ability to manage competing priorities and deliver to deadlines.
  • A track record of honesty and transparency in customer communications, particularly when things don’t go as planned.

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