Customer Success Manager

Job Description:

Position: Customer Success Manager

Location: Hybrid - Office Location: Kartal / İstanbul

Reports to: VP of Business

Job Summary

The Customer Success Manager is responsible for building and maintaining strong, lasting relationships with customers to ensure their success and satisfaction with B2Metric’s products. This role involves understanding customer needs, addressing concerns, and facilitating communication between customers and internal teams to drive customer retention and growth.

Key Responsibilities:

• Customer Engagement:
  Develop a deep understanding of customers' goals, challenges, and expectations. Regularly engage with customers to ensure their needs are met and expectations are exceeded.
  Act as the primary point of contact for customer inquiries and support.
• Onboarding and Training:
  Assist customers in the onboarding process to ensure a smooth start with our products or services.
  Provide training and resources to help customers maximize the value of our offerings.
• Account Management:
  Develop and maintain a customer success plan for each assigned account. Monitor account health and identify opportunities for growth or risk mitigation. Collaborate with sales and product teams to meet customer needs and goals.
• Issue Resolution:
  Address customer concerns and issues promptly and effectively.
  Coordinate with relevant teams to resolve technical or service-related problems.
• Customer Feedback:
  Gather and analyze customer feedback to identify trends and opportunities for improvement.
  Advocate for customers' needs within the company and drive product/service enhancements.
• Renewals and Upselling:
  Work to ensure customer renewals and upsell additional products or services when appropriate.
  Collaborate with the sales team to identify upselling opportunities.

Competencies:

• A deep commitment to understanding and meeting customer needs.
• Strong verbal and written communication skills for effective interactions with customers and internal teams.
• Ability to identify issues, analyze data, and propose effective solutions.
• In-depth knowledge of the B2Metric’s products.
• Skill in building and maintaining strong customer relationships.
• Effective time and task management to handle multiple customer accounts.
• Data Analysis: Ability to analyze customer data and draw actionable insights.
• Flexibility to adapt to evolving customer needs and industry trends.
• The ability to negotiate and upsell when appropriate.
• Collaborate with cross-functional teams to meet customer objectives.
• Proficiency in data analytics software and tools.

If you’re looking for an exciting journey you want to wake up every day to a role that offers real responsibilities and a great team to be a part of, then B2MetricCrew is waiting for your application.