Customer Success Manager
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Job Description
Customer Success Manager building Support and Success structures for ProviPanda, an HR-tech sales job platform. Owning customer experience, processes, KPIs, and enterprise customer issues.
Responsibilities:
- Take on a team lead role for Support & Success, building structures and processes and, over time, developing the team
- Build onboarding frameworks for new Support and Success employees
- Serve as the first point of contact and primary owner for all customer-related topics outside of Sales
- Take ultimate responsibility for customers when Support or Account Management cannot resolve an issue
- Expand and improve the customer experience for business customers
- Build and maintain Intercom automations and the complete onboarding experience
- Further 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 customer feedback and the voice of the customer
- Continuously optimize Customer Relations processes
- Support Account Managers with topics 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 in Stripe
- Report regularly 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 ownership
- Make quick, confident decisions and stand by them
- Technical aptitude
- Experience with tools such as Stripe, Intercom, Slack, and Claude
- Ability to quickly learn new systems
- Good judgment about when to make exceptions for customers and when not to
- Structured approach to work, combined with the flexibility required in a startup environment
- Strong cross-functional communication skills
- Hands-on mentality
- Enthusiasm for startups and turning ideas into action
- Experience building structures and processes, rather than only executing existing ones
Benefits:
- Permanent employment contract
- Remote-first setup
- Above-market salary
- Performance-based bonus
- Modern Apple equipment
- Flat hierarchies
- High level of responsibility and genuine opportunity to shape the company
- Direct, close collaboration with the executive team
- Opportunity to play a key role in shaping and building a function within a fast-growing HR-tech startup
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