[Hiring] Customer Success Manager @Yellow Labs Software dba CustomBooks

Role Description

The Customer Success Manager (CSM) is responsible for building strong relationships with customers, ensuring their satisfaction and success with our products, and free and paid services.

• Acts as a trusted advisor, guiding customers through onboarding, adoption, and retention phases.
• Identifies opportunities for upselling and cross-selling.
• Ensures Support Agents are fully trained and identifies opportunities for selling paid services.
• Helps customers achieve their business objectives and maximize the value of their investment in our solution.
• Identifies opportunities for revenue for YLSI.

Qualifications

• Knowledge of business processes (sales, purchases, distribution, inventory, ecommerce, banking, business and financial reports) is mandatory.
• Knowledge of accounting is strongly preferred.
• Strong and proven problem solving and troubleshooting skills for business operations.
• Experience managing a diverse and remote team of at least four +.
• Strong technical knowledge and acumen.
• Experience with Zoho Desk or other Support Desk platform required.
• Preferred: Atlassian Jira and Confluence, Slack, Asana, Zoom.
• Knowledge in other platforms we integrate with are preferred: ShipStation, Square, Stripe, Bill, Nuvei, Gusto, Avalara, Ledgersync.
• Calm and professional demeanor, can handle high stress situations, and are great with individuals of other nationalities.
• Multi-tasker; high productivity threshold. Ability to work successfully remote and with others in many different timezones.
• Excellent communicator, high professionalism.
• Bachelor Degree in Business, or related degree Required.
• MBA or CPA preferred.

Requirements

• Lead the Customer Support team in helping customers resolve issues.
• Monitor performance, train and mentor Support Agents.
• Suggest and implement process improvements to enhance efficiency and scalability.
• Handle higher level support issues, onboardings, and training as needed.
• Meet, and ensure the Support team meets, all established Service Legal Agreement (SLA) times.
• Lead the First Level weekly meeting with the Support Team.
• Manage and monitor Tier 3 Slack channel and ensure threads are resolved.
• Ensure Zoho Desk tickets are created for any reported issues and linked to Jira tickets.
• Lead and host the PM Review weekly meeting with Support, Product, Operations, and QA.
• Attend Product meetings as invited to discuss issues and projects.
• Conduct Zoho Desk and Atlassian Jira searches for issue investigation.
• Write Support related emails to customers for any issues or announcements as assigned.
• Provide billing backup as needed in Zoho Billing Add Ons.
• Create and maintain the Support Team Schedule ensuring all times are covered for established Support Hours.
• Manage and oversee Partner and Customizations Support, Payroll Onboarding and Support, Cancellations, Refunds processes and communications.
• Work with Sales, Operations, Training, and Support teams to guide new customers through paid support and/or paid training.
• Conduct the Support activity purchased, collaborating with other team members as needed.
• Ensure the Paid Services processes are adhered to by all Support Agents.
• Identify opportunities for upselling and cross-selling additional products and services.
• Develop and maintain strong, long-lasting relationships with key customer stakeholders.
• Act as the voice of the customer within the company, providing feedback to internal teams.
• Develop and execute customized customer success plans tailored to each customer’s unique goals and objectives.
• Track and report on key metrics, such as customer satisfaction, product adoption, and retention rates.
• Prepare regular reports and presentations for internal stakeholders and customers as assigned.
• Work with the Training Evangelist, Sales Manager, Marketing Team, and COO to organize customer training sessions, webinars, and user group meetings.
• Lead and manage Zoho Desk Knowledgebase and our Idea Exchange.
• Continuously gather customer feedback and work with product and engineering teams to improve product features and customer experience.

Benefits

• Pay Range: $85K to $90K