Simera is a global employment company that connects top talent with remote work opportunities offered by its network of US-based clients. Our technology creates talent profiles for jobseekers based on their skills, work history, and education. Our talent consultants meet with each qualified candidate to understand their career goals and salary requirements so that we can find the right match.
Summary:
As a Customer Success Manager, you will play a pivotal role in ensuring our clients’ satisfaction and long-term success. Your primary focus will be on building strong relationships with customers, understanding their needs, and maximizing the value they receive from our SaaS product. You’ll collaborate closely with both internal teams and external stakeholders to drive customer success.
Key Responsibilities
- Relationship Building:
Cultivate and maintain strong relationships with clients.
Understand their business goals, challenges, and pain points.
Regularly engage with customers to assess their satisfaction and gather feedback. - Project Management:
Collaborate with clients to define project scope, objectives, and timelines.
Ensure successful implementation and adoption of our SaaS solution.
Monitor project progress, identify risks, and proactively address any issues. - Attention to Detail:
Pay meticulous attention to customer requirements and expectations.
Ensure accurate documentation of client interactions, agreements, and action items.
Anticipate potential challenges and address them promptly. - Talent Management:
Lead and mentor a team of customer success associates.
Foster a positive and collaborative work environment.
Develop training programs to enhance team members’ skills. - English Proficiency:
Communicate effectively with clients and internal teams in English.
Proficiency at C1 or C2 level is essential for clear and impactful communication. - Customer Retention and Expansion:
Monitor customer health metrics (e.g., usage, satisfaction, renewal rates).
Identify opportunities for upselling or cross-selling additional features.
Proactively address any issues to prevent churn. - Technical Acumen:
Understand the technical aspects of our SaaS product.
Provide high-level technical support to clients.
Conduct product demonstrations and training sessions.
Qualifications
- Bachelor's degree in Business Administration, Marketing or related field
- English C1/C2
- 3–5 years of experience in customer service, customer success, or a related field
- Strong understanding of customer service and retention best practices
- Strong verbal and written communication skills
- Strong problem-solving skills
- Strong analytical and data-driven mindset
- Ability to multitask and prioritize
- Proficient in relevant computer software and tools