Customer Success Manager

This is a remote position.

At Softgic, we work with the sharpest minds, with those who build, with those who love what they do, with those who have a 100% attitude because that's our #Coolture. Join our purpose of making life easier with technology and be part of our team as a Senior Customer Success Manager.

Compensation:
USD 20 - 25/hour.

Location:
Remote (anywhere).

Mission of Softgic:
In Softgic S.A.S. we work for the digital and cognitive transformation of our clients, aware that quality is an essential factor for us, we incorporate the following principles into our policy:

• Deliver quality products and services.
  
• Achieve the satisfaction of our internal and external clients.
  
• Encourage in our team the importance of training to grow professionally and personally through development plans.
  
• Comply with the applicable legal and regulatory requirements.
  
• Promote continuous improvement of the quality management system.
  

What makes you a strong candidate:

• You have 4+ years of experience in account management and customer success management.
  
• You are expert in customer support.
  
• You are proficient in leadership.
  
• English - Native or fully fluent.
  

Responsibilities and more:

• Portfolio Management: Oversee a portfolio of customer accounts, ensuring they maximize value from our programs through tailored success plans.
  
• ROI Achievement: Drive initiatives to ensure customers achieve at least 10x ROI, collaborating with Sales, Product, and Marketing teams.
  
• Customer Success & Retention: Build strong relationships with key stakeholders, providing proactive support to enhance satisfaction and minimize churn.
  
• Retention Strategies: Act as the main point of contact for escalations, implement retention strategies, and improve customer feedback processes.
  
• Metrics & Growth: Monitor and optimize Gross Retention Rate (GRR) and Net Retention Rate (NRR) through renewals, upsells, and cross-sells.
  
• Data-Driven Insights: Leverage analytics to track success, identify trends, and provide recommendations for program improvements.
  
• Customer Advocacy: Represent customer needs internally, ensuring product and service enhancements align with market demands.
  
• Collaboration & Leadership: Conduct strategic business reviews, attend industry events, and contribute to internal process improvements.
  

Requirements

• 4 + Years of Account Management and/or CSM experience.
  
• Education & Experience: Bachelor's degree or 2-3 years of relevant experience, or an equivalent combination.
  
• Language Skills: Ability to read, write reports, and communicate effectively with customers and teams.
  
• Mathematical Skills: Proficiency in basic arithmetic, percentages, and data interpretation.
  
• Computer Skills: Proficiency in databases, spreadsheets, reports, project management, presentations, email, and scheduling software.
  
• Problem-Solving: Ability to address practical challenges and interpret various types of instructions.
  

Benefits

• We're certified as a Great Place to Work.
  
• Opportunities for advancement and growth.
  
• Paid time off.
  
• Formal education and certifications support.
  
• Benefits with partner companies.
  
• Referral program.
  
• Flexible working hours.
  

Apply