Customer Success Manager

1 semana atrás

Lisboa, Portugal Softgic Tempo inteiro

At Softgic, we work with the sharpest minds, with those who build, with those who love what they do, with those who have a 100% attitude because that's our #Coolture. Join our purpose of making life easier with technology and be part of our team as a **Senior Customer Success Manager**.

**Compensation**:
USD 20 - 25/hour.

**Location**:
Remote (anywhere).

**Mission of Softgic**:
In Softgic S.A.S. we work for the digital and cognitive transformation of our clients, aware that quality is an essential factor for us, we incorporate the following principles into our policy:

- Deliver quality products and services.
- Achieve the satisfaction of our internal and external clients.
- Encourage in our team the importance of training to grow professionally and personally through development plans.
- Comply with the applicable legal and regulatory requirements.
- Promote continuous improvement of the quality management system.
- You have **4+ years of experience** in account management and customer success management.
- You are **an expert** in customer support.
- You are **proficient** in leadership.
- ** English**: Native or fully fluent.

**Responsibilities**:

- Portfolio Management: Oversee a portfolio of customer accounts, ensuring they maximize value from our programs through tailored success plans.
- ROI Achievement: Drive initiatives to ensure customers achieve at least 10x ROI, collaborating with Sales, Product, and Marketing teams.
- Customer Success & Retention: Build strong relationships with key stakeholders, providing proactive support to enhance satisfaction and minimize churn.
- Retention Strategies: Act as the main point of contact for escalations, implement retention strategies, and improve customer feedback processes.
- Metrics & Growth: Monitor and optimize Gross Retention Rate (GRR) and Net Retention Rate (NRR) through renewals, upsells, and cross-sells.
- Data-Driven Insights: Leverage analytics to track success, identify trends, and provide recommendations for program improvements.
- Customer Advocacy: Represent customer needs internally, ensuring product and service enhancements align with market demands.
- Collaboration & Leadership: Conduct strategic business reviews, attend industry events, and contribute to internal process improvements.

**Requirements**:

- 4+ Years of Account Management and/or CSM experience.
- Education & Experience: Bachelor's degree or 2-3 years of relevant experience, or an equivalent combination.
- Language Skills: Ability to read, write reports, and communicate effectively with customers and teams.
- Mathematical Skills: Proficiency in basic arithmetic, percentages, and data interpretation.
- Problem-Solving: Ability to address practical challenges and interpret various types of instructions.

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