Senior Customer Success Manager
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Job Description
Customer Success Manager at Minga enhancing the customer journey for education platforms. Providing onboarding, support, and insights for up to 100 customers at a time.
Responsibilities:
- Ensure smooth onboarding of new customers, guiding them through the implementation process
- Build and maintain strong relationships with key customers
- Serve as the main point of contact for assigned customer accounts
- Act as the voice of the customer within the company
- Provide training sessions to help customers maximize the value of the product or service they have purchased
- Monitor customer usage data and analyze key metrics
- Work closely with the sales team to ensure timely renewal of customer contracts
- Identify opportunities to upsell or cross-sell additional products or services
- Collect feedback from customers and use it to drive product improvements
- Develop and execute customer success plans tailored to each customer's unique goals
Requirements:
- 3+ years relevant customer success experience
- Working knowledge of Zoom and managing multiple time zones
- Excellent communication skills, both verbal and written, with a friendly and professional demeanor
- Experience in handling customer inquiries via various channels such as email, chat, and phone
- Strong problem-solving abilities to efficiently resolve customer issues and inquiries
- Experience using a CRM (we use Hubspot)
- Ability to multitask and prioritize tasks effectively in a fast-paced environment
- Empathy and patience when dealing with customer concerns or complaints
- Experience working in a SaaS environment
- Experience working with enterprise / tier 1 customers
- Experience with 1:1 virtual onboarding & support
Benefits:
- Health, dental, and vision benefits for you & your family
- 15 days vacation + 3 flex days + 5 sick days
- Mental health and wellness support
- Flexible, Hybrid-First Work
- Inclusive leadership
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