Customer Success Manager
June 12
🏡 Remote – New York
Description
• Serve as the main point of contact and build strong relationships with assigned customer accounts through consultation, education, and support • Understand customer objectives, challenges, and desired outcomes, and develop tailored strategies to help them achieve success using the Toku platform • Collaborate with cross-functional teams, including sales, product, and support, to ensure seamless customer experiences and address customer needs and inquiries effectively • Conduct regular check-ins with customers to assess their satisfaction, identify areas for improvement, and provide guidance on best practices • Proactively monitor customer usage, adoption, and engagement with the Toku platform, taking appropriate actions to drive customer value and retention • Identify upsell opportunities within existing accounts and collaborate with the sales team to drive revenue growth • Act as a customer advocate within Toku, providing valuable feedback and insights to influence product roadmap decisions and improve overall customer experience • Develop and deliver customer success metrics, reports, and presentations to track progress, showcase value, and identify areas for improvement • Stay informed about industry trends, best practices, and competitive landscape to better support customer needs and provide strategic guidance • Act as a mentor and resource for junior members of the customer success team, providing guidance and support as needed
Requirements
• Bachelor's degree in a relevant field or equivalent practical experience • 5+ years in a customer success role at companies that sell a highly technical product • Demonstrated experience in a customer success or account management role, particularly within companies offering highly technical products • Excellent written and verbal communication skills to effectively engage and build rapport with customers • Customer-centric mindset, with a genuine passion for helping customers succeed • Strong problem-solving abilities with a focus on delivering solutions • Proven organizational and project management skills to effectively manage multiple customer accounts simultaneously • Analytical mindset with the ability to leverage data to make informed decisions and recommendations • Self-motivated, proactive, independent worker that thrives in a fast-paced environment • Strong team player with the ability to collaborate effectively across different functions and teams
Benefits
• Remote-first work culture • Flexible working hours • Competitive salary • Competitive equity • Apple laptop
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