[Hiring] Customer Success Manager @gaiia

Role Description

We are looking for a Senior Customer Success Manager to join our team. This individual will contribute to all aspects of Customer Success, ensuring customers achieve their desired outcomes and maximize the value of gaiia, resulting in long-term satisfaction, retention, and advocacy.

Working together with the Head of Customer Success, the Director of Customer Solutions, and the rest of our CS team, you will be responsible for helping our customers get the most out of gaiia by:

• Providing pre- and post-implementation support.
• Proactively identifying opportunities to provide resources and training.
• Building strong relationships with key stakeholders.
• Managing your own book of customers and becoming an expert on their unique business processes.

Qualifications

• At least 2+ years in a Customer Success role.
• Experience with B2B software.
• Experience with Customer Support tools (Zendesk, Intercom, etc.).
• Bonus: Knowledge or experience in the telecom industry or with CSPs.

Requirements

• Previous experience in a Customer Success, Client Management, or Management Consulting role.
• Strong commitment to customer satisfaction and the ability to maintain strong customer relationships.
• Excellent communication skills to engage customers and build strong rapport.
• Teamwork spirit and effective collaboration skills with various stakeholders.
• Ability to manage multiple accounts and balance various tasks effectively.
• Interest in modern telecommunications challenges.
• Ability to understand and articulate technological challenges and decisions.

Benefits

• Customer Advocacy and Relationships:
• Manage customer relationships from post-sales kickoff, through implementation, and beyond.
• Host regular meetings with customers to ensure satisfaction and maximum value add from the product.
• Act as a customer advocate within the company.
• Customer Onboarding and Implementation:
• Work closely with program management, migration solutions, and solutions engineering teams.
• Provide customized training to customers on each of gaiia's product modules.
• Collaborate with engineering and product to manage customer feature requests.
• Process Improvement:
• Identify ways to improve customer success's day-to-day operations.
• Work cross-functionally with teams like sales and product.
• Customer-Facing Documentation:
• Develop and maintain comprehensive customer-facing documentation.
• Ensure that the documentation is up-to-date, accessible, and valuable for customers.
• Technical Support:
• Provide technical support and guidance to customers.
• Collaborate with the technical team to escalate and resolve complex technical challenges.
• Community Building & Enablement:
• Develop and nurture a community of current customers and future prospects.
• Create a space for sharing best practices, thought leadership, and business insights.