Customer Success Manager
Noibu
What you'll be doing:
- Deliver value and customer success through all stages of the customer lifecycle, from onboarding through growth and renewal.
- Proactively engage customers to support and drive adoption and usage of our platform,
- Perform monthly/quarterly ROI meetings with customers.
- Be a thought leader for your customers, proactively raising solutions and concerns before it becomes an escalation.
- Influence internal and external cross-functional stakeholders, including executives, to achieve win-win solutions for Noibu and your customers.
- Responsible for a renewal quota and conducting business reviews, monitoring customer health, managing escalations, and achieving KPIs.
- Problem-solve issues for your portfolio, whether that requires bringing in a technical expert or developing a workaround to find win-win solutions.
- Partner with internal teams (sales, product, engineering) to manage the overall success of the merchant.
What you should have:
- Prior experience in account management or customer success, managing complex, strategic relationships with high visibility.
- A consulting mindset, with critical thinking and creative problem-solving skills, as well as the ability to apply theoretical concepts and best practices to solve customer experience, process and methodology problems.
- Ownership mentality; ability to manage projects end to end with little oversight.
- Excellent communication skills, you are comfortable working with and supporting stakeholders at all levels of the organization.
- High emotional intelligence - you enjoy building relationships, value collaboration, and have a good sense of others' motivations.
- Experience in e-commerce or a high-growth startup is a plus!
Bonus if you:
- Have a preference for early mornings (7:30 am EST start) working with European-based customers.