Customer Success Manager

Job Description:

• Location: Fully remote, EU timezone (CET +/- 2hours)
• Start date: ASAP
• Languages: Fluent English is mandatory
• Our client: SaaS specialized in outbound sales automation

Responsibilities:

• Directly engage with customers across all communication channels, respond to inquiries and feedback to build trust and loyalty.
• Champion the customer’s voice and ensure feedback is communicated and acted upon.
• Implement and optimize AI-driven tools to streamline support tasks for faster and more effective resolutions.
• Oversee a cohesive and integrated customer support strategy across various platforms.
• Update knowledge base and FAQ to ensure accurate and comprehensive self-help resources.
• Collaborate cross-functionally to inform product development and decisions from a customer-centric perspective.

Skills and Competencies:

• Exceptional direct communication skills to engage with customers empathetically and effectively.
• Advanced technical proficiency with customer support platforms, feedback management tools, and agile collaboration tools.

Qualifications:

• Relevant diploma or associate degree, Bachelors degree advantageous.
• Minimum 5 years of customer support experience, with leadership experience preferred.
• Proficiency in using CRM and digital feedback platforms.
• Solid understanding of agile methodologies and experience with collaboration tools.
• Fluency in English (written and spoken)
• Experience with sales automation tools is a plus or any previous role as an SDR/AE.