Customer Success Manager

We are looking for a proactive and dedicated Customer Success Manager to join our team. In this role, you will be responsible for ensuring our customers are satisfied and making the most out of our projects. You will engage with customers through online calls, provide timely support, follow up with in-trial users, and ensure customer happiness and retention.

Key Responsibilities:

Customer Engagement: Conduct regular online calls with customers to understand their needs, provide guidance, and ensure they are leveraging our SaaS solutions effectively.
Customer Support: Offer prompt and effective assistance to customers when they encounter issues or have questions about our products.
Onboarding: Guide new customers through the onboarding process, ensuring they are set up for success from day one.
Follow-ups: Regularly follow up with in-trial users and current customers to check on their progress, gather feedback, and offer additional support as needed.
Customer Retention: Develop and implement strategies to increase customer satisfaction and retention, ensuring a high renewal rate.
Feedback Collection: Gather and relay customer feedback to the product and development teams to help improve our offerings.
Customer Education: Create and conduct webinars, training sessions, and other educational initiatives to help customers fully utilize our SaaS products.
Reporting: Maintain accurate records of customer interactions and support activities, providing regular reports to management.

Requirements:

Experience: Proven experience in customer success, customer support, or a related role, preferably in the SaaS industry.
Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively.
Technical Proficiency: Comfortable with using Zoom and other virtual communication tools, as well as CRM and customer support software.
Problem-solving: Strong problem-solving skills, with the ability to handle challenging situations calmly and effectively.
Customer-centric: A genuine passion for helping customers and ensuring their success.
Organization: Strong organizational skills, with the ability to manage multiple tasks and priorities simultaneously.
Team Player: Ability to work collaboratively with cross-functional teams.

Preferred Qualifications:

Education: Bachelor's degree in Business, Marketing, Communications, or a related field.
SaaS Knowledge: Familiarity with SaaS products and the unique challenges and opportunities they present.
Sales Experience: Experience in sales or account management is a plus.

Other Details

Work Mode: Onsite - Full Time
Location: Lahore
Experience: 3+ years
Days: Monday to Friday
Timing: 4pm-1am evening shift

Hybrid Shift for Females: Female employees can leave the office around 09:00 PM and complete the remainder of their shift remotely from home.

Benefits:

Paid Time Off.
Performance-based bonuses
Health Insurance

About HR Ways:

HR Ways is an Award winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide ranging from worlds biggest SaaS Companies to most competitive Startups.