At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
Overview
Our client is seeking a highly motivated and results-driven CSM to join our team. As a Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of their customers during their initial onboarding journey as well as the renewal of those accounts.
Your primary focus will be on engaging with customers within their first 60 days, guiding them through the onboarding process, addressing challenges, and assisting them in achieving their goals using their platform.
The ideal candidate will have a background in sales, and will have the mindset to coach and create a business partnership with the accounts in their book of business. The CSM will work closely with customers to foster strong relationships, drive adoption, and contribute to overall customer retention, and be a consultant to their customers.
Key Responsibilities
- Reach out proactively to customers within their first day as a customer to understand their needs, challenges, and objectives.
- Drive customer activation by guiding them through each benchmark of the onboarding journey, including the 30 day checklist.
- Provide personalized support and guidance to customers on-the-fly, adapting to their unique circumstances and requirements.
- Troubleshoot issues and challenges faced by customers, collaborating with relevant teams to ensure timely resolution.
- Motivate and encourage customers to stay committed to the onboarding process, fostering a sense of achievement and progress (complete the checklist and engage with the platform)
- Share best practices and strategies with customers to help them achieve success with their platform.
- Identify opportunities for customers to enhance their utilization of the platform, streamline internal processes, and secure more job wins.
- Proactively prevent early customer churn by addressing concerns, resolving issues, and nurturing customer relationships.
- Collaborate closely with sales, customer support, and product teams to gather insights and contribute to the continuous improvement of the onboarding process.
- Maintain accurate and up-to-date records of ICP customer interactions and progress.
- Retain customers within your book of business for their next renewal date
Requirements
- Previous background in sales, with a proven ability to meet and exceed targets.
- Strong experience in customer success, customer service, or a related field, with a demonstrated track record of building and maintaining customer relationships.
- Tenacious, self-motivated, and goal-oriented individual who thrives in a fast-paced environment with a proven ability to work independently and take ownership of tasks without constant supervision.
- Excellent communication and interpersonal skills, with the ability to empathize with customers and understand their needs.
- Problem-solving mindset, capable of addressing customer challenges and finding effective solutions.
- Passion for achieving exceptional results and a drive for overachieving targets.
- Strong organizational skills and attention to detail, ensuring accurate tracking and reporting of customer interactions.
- Ability to adapt and pivot in response to customer feedback and evolving business needs.
Benefits
- Competitive compensation
- Opportunities for professional growth within a fast-paced, supportive work environment.
- Work remotely and collaborate with a dynamic, mission-driven team.
- PTO + Holidays
If you think you’d make a great fit for the role, we’d love to hear from you! Apply through Hire with Near to connect with our client and boost your career.