Customer success/support manager

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/797sjk

ExpHire is looking for a brilliant Customer Success and Support Manager for one of its clients, with relevant experience in a startup SAAS environment.

Our client is a rapidly growing startup backed by venture capital funding, with an annual recurring revenue (ARR) of over $1 million. Their SaaS solution helps individuals and businesses organize their time and work more efficiently. As they prepare to launch AI-driven features, they aim to become an even more indispensable tool for professionals and companies.

ExpHire is seeking fro a startup client a proactive, smart, analytical, and detail-oriented Customer Success/Support Manager. This role combines customer success management with some customer support responsibilities. The ideal candidate will have at least 3 years of relevant experience, preferably in a startup or scale-up environment, particularly within the SaaS sector. This position requires excellent written and spoken English, as most of the clients are based in North America. The role reports into the

Key Responsibilities





The role reports into the and will have to work on the following areas:
- Manage and foster strong relationships with customers, ensuring they receive maximum value from our services.
- Manage and oversee the community on Slack and the raised requests,issues and tickets on Intercom
- Onboard new clients and provide comprehensive training on how to use our platform effectively.
- Monitor customer health metrics and proactively address any issues to prevent churn.
- Coordinate and supervise the daily activities of 1-2 Customer Support Specialists.
- Serve as the main point of contact for customer inquiries, resolving issues promptly and efficiently.
- Collaborate with the product team to relay customer feedback and drive continuous improvement of our platform.
- Develop and implement customer success strategies and processes to enhance customer satisfaction and retention.
- Prepare and present regular reports on customer success metri

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/797sjk