Customer Success Manager

Start Date: ASAP

Work Schedule: 10PM - 7AM MNL

Work Set Up: Remote/WFH (Should be amenable to go onsite when needed)

Type of Contract: Full-Time

As a Customer Success Manager, your primary responsibility will be to cultivate strong relationships with our B2B clients, ensuring their successful onboarding, product adoption, and continued growth.

What does a day in the life of a Customer Success Manager look like?

• Be the Internal Voice of the Customer within the SupportNinja organization advocating for the customer and ensuring they can access the breadth of SupportNinja's expertise. Drive a customer-first culture.

• Promote customer satisfaction and loyalty by demonstrating an understanding of their business needs and helping them achieve their objectives.

• Onboarding: Assist new customers in onboarding, ensuring we are clear on measures of success and KPIs.

• Customer Journey: Ensure that clients achieve their objectives by guiding them through the customer journey process.

• Performance Management:

  • Customer: Ensuring we have clear KPIs in place, agreed with the customer and reviewed regularly.

  • Internal: KPI management and review, including occupancy and productivity.

  • Proactively managing any negative change in trends to identify root cause and ensure a recovery plan is in place.

• Client Engagement Lead for Check-Ins: including conducting prep meetings at least 24 hours in advance of the scheduled meeting. Ensuring we take every opportunity to demonstrate value and interpret KPI trends.

• Data-Driven Insights: Provide valuable insights to customers by reporting, analyzing data, and helping them understand the significance and impact of this data on their objectives.

• NPS Management: own the NPS for your customers, being an advocate for participation in the process and the owner of any actions arising from NPS.

• Churn: CSS is the churn champion. They own process adherence when a churn risk arises on their customers. They will also own escalations when we are deviating from the churn management process and SLAs.

• Managing escalations and ensuring we bring each to a timely resolution.

• Change management: tracking all customer change requests, analyzing impact and ensuring we document all changes.

• Manage account renewals.

• Be a Business Partner with Key Account Management Team and Service Delivery to always provide our customers with value.

• Collaborates with other departments as needed to resolve customer issues.

• Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times.

What are the required qualifications for a Customer Success Manager?

• At least 3 years experience in a customer success or account management role.

  • BPO experience is a requirement.

• Exceptional ability to communicate and foster positive business relationships.

• Previous customer service experience and/or Previous Account Management.

• Competent in working with CRM systems, like Hubspot.

Core Competencies:

• Strong communication skills, both verbal and written.

• Strong attention to detail, critical thinking and problem-solving skills.

• Demonstrated experience in growing revenue in your previous role.

• Customer Focus.

• Problem-solving.

• Leadership.

• Critical Thinking.

• Analytical Thinking.

• Team-player.

• Results-driven.

Ninja Perks and Benefits

• Competitive compensation.

• Adherence to government-mandated benefits.

• Retirement Savings Program with Company Matching.

• Life Insurance.

• HMO on day 1.

• Paid time off, birthday leave.

• Bonus and incentive plans.

• Opportunities for skills training and personal and professional development.

• Beautiful office space.

• Free lunch provided daily.

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