47 applicants

This job has closed.

Company

Coforge · 4 hours ago

Remote Customer Success Manager

United States

Full-time

Remote

Mid Level

$65K/yr - $172K/yr

Maximize your interview chances

Artificial Intelligence (AI)Software

Insider Connection @Coforge

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Guide new customers through the onboarding process, ensuring they understand how to effectively use the product or service.

Customize training sessions and resources based on customer needs and goals.

Set clear expectations for product usage, timelines, and key milestones to ensure a smooth transition from sales to success.

Act as the primary point of contact for customer inquiries, concerns, and requests, ensuring timely and professional communication.

Build strong, long-term relationships with customers to ensure their continued success and satisfaction.

Understand customers' business goals and work collaboratively to help them achieve those goals through the use of our products or services.

Monitor customer usage and behavior to identify potential issues or opportunities for improvement.

Conduct regular check-ins with customers to review their goals, provide product updates, and gather feedback.

Advocate for customers’ needs within the organization, ensuring that their feedback is communicated to product, sales, and other teams as needed.

Identify opportunities for upselling and cross-selling additional products or services that align with customers' needs.

Drive customer retention by addressing issues quickly and effectively, minimizing churn.

Implement strategies to improve customer satisfaction, reduce complaints, and encourage product adoption.

Resolve customer issues or escalated concerns in a timely and effective manner, coordinating with other teams as needed.

Provide technical support and guidance for complex customer queries or product-related challenges.

Track and document customer feedback, concerns, and issues to improve future interactions.

Analyze customer data to identify trends, usage patterns, and potential roadblocks to customer success.

Create and share customer success reports that highlight key metrics such as product adoption, usage, and overall satisfaction.

Provide actionable insights based on customer feedback and usage data to improve customer experiences.

Work closely with sales, marketing, and product teams to ensure a cohesive customer experience.

Share customer insights and feedback to help inform product development, marketing campaigns, and sales strategies.

Participate in team meetings and strategy sessions to contribute to broader company goals and initiatives.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementCRM toolsCustomer retention metricsData analysisSaaS experienceTechnical support

Required

Proven experience in a Customer Success, Account Management, or Customer Support role, preferably in a SaaS (Software-as-a-Service) or tech environment.

Strong communication skills, both written and verbal, with the ability to interact effectively with customers, executives, and internal teams.

Exceptional problem-solving abilities and a proactive approach to addressing customer needs.

Experience with CRM tools and customer success platforms (Salesforce, HubSpot, Gainsight, Intercom, Zendesk).

Ability to manage multiple customer accounts simultaneously while maintaining high levels of service.

Strong organizational skills and the ability to prioritize tasks and manage time effectively in a remote setting.

Knowledge of customer success metrics (Net Promoter Score (NPS), customer retention rate, product adoption rate) and the ability to leverage data to drive decisions.

Tech-savvy with a strong understanding of software tools and customer relationship management systems.

Self-motivated and comfortable working independently with minimal supervision in a remote work environment.