Customer Success Manager
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Job Description
Customer Success Manager building support, onboarding, and customer-success operations for ProviPanda’s HR-tech sales platform. Managing customer experience, processes, KPIs, refunds, and cross-team feedback.
Responsibilities:
- Take on a team lead role for Support & Success, building structures, processes, and, over time, the team
- Establish onboarding processes for new Support and Success team members
- Serve as the first point of contact and primary owner for all customer-related matters except Sales
- Take ultimate responsibility for customer issues when Support or Account Management cannot resolve them
- Develop and enhance the customer experience for business customers
- Build and maintain Intercom automations and the entire onboarding experience
- Develop the Help Center for Support and Success topics
- Own the newsletter strategy
- Act as the central point of contact between Development, Sales, and Product for the customer voice and feedback
- Continuously optimize Customer Relations processes
- Support Account Managers with matters beyond upselling and contract renewals
- Track relevant Success KPIs such as churn, retention, and customer health
- Handle Support and Success matters for enterprise customers
- Make independent decisions regarding refunds, goodwill cases, and critical payment issues via Stripe
- Provide regular reports to the Managing Director and Head of Sales
Requirements:
- Experience in Customer Success within a SaaS environment
- Ability and willingness to lead a team and take on responsibility
- Ability to make quick, confident decisions and stand by them
- Technical aptitude
- Experience with tools such as Stripe, Intercom, Slack, and Claude
- Ability to quickly familiarize yourself with new systems
- Good judgment regarding when to offer goodwill and when not to
- Structured way of working, combined with enough flexibility for the startup environment
- Strong cross-functional communication skills
- Hands-on mentality
- Cross-functional approach and willingness to execute in a startup environment
- Experience building structures and processes, not just executing existing ones
Benefits:
- Join a rapidly growing HR tech startup with an ambitious vision, where you can play a key role in shaping and building a function
- Flat hierarchies, high responsibility, and genuine opportunities to make an impact
- A rapidly growing area in which you will play a central role
- Direct, close collaboration with the executive team
- Remote-first setup
- Above-market salary
- Performance-based bonus
- Modern Apple equipment
- Permanent employment contract
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