Customer Success Manager

Job description: 

Wizart has brought our revolutionary interior design visualizer to a score of clients from around the globe and we are looking for a motivated and enthusiastic individual to join our team as a Customer Success Manager. In this role, you will be responsible for assisting our team in ensuring that our customers are satisfied and successful with our products and services. 

Responsibilities:  

• Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of a portfolio of assigned clients; 
• Build relationships by providing consistent value and fostering customer loyalty; 
• Gather customer feedback and share it internally to improve the product and/or establish better Customer Support practices; 
• Work closely with the sales, product teams to align on strategies, renewal forecasting and account opportunities, including risks; 
• Expand our revenue in accounts through up-sell & cross-sell opportunities to ensure full potential of products and services is realised; 
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores; 
• Encourage customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals; 
• Managing churn; 
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate. 

 Requirements: 

• At least 2 years relevant work experience in a customer-facing role (customer success or account management); 
• Experience in B2B SaaS;
• C1 English, both written and spoken; 
• Demonstrated operational excellence in analytical thinking, problem solving, communication (both verbal and written), delegation and planning; 
• A proven and demonstrated ability to build great relationships with customers – leading to growth in those accounts; 
• Experience working in a metrics and data driven environment and be excellent at using data and information to demonstrate delivery of business value to customers; 
• Able to be flexible and agile in responding to evolving business priorities; 
• Able to collaborate across the organization and with external stakeholders; 
• Willing and able to address escalated client issues with speed and urgency; 
• Present diplomacy, tact, and poise under pressure when working through customer issues; 
• Excellent Time Management skills – ability to multi-task and manage multiple projects/initiatives at once; 
• Experience of managing and meeting commercial targets; 
• Tech and CRM-savvy; 

You’re: 

• Adaptable – able to change approach to ever changing circumstances with a proven ability to prioritise and plan; 
• Commercially focused – you understand the nuances of revenue retention and growth; 
• A Listener – you listen to your customers and always on the look out for opportunities to enhance the experience of your customers or for ways to help them; 
• Creative – you’ll be flexible in your thinking – something following the right process is the answer, and sometimes there just isn’t a process for the scenario; 
• Empathetic – you can see the Customer’s perspective, and find the middle ground; 
• Challenging – sometimes the customer is right, and sometimes they are not – and you can spot the difference. 

What we offer: 

• Competitive and fair remuneration commensurate with skills and experience;
• Opportunity to engage with cutting edge technology and network with some of the biggest DIY brands globally; 
• Friendly team and positive working environment; 
• Flexible working schedule; 
• External and internal professional and soft-skills trainings; 
• Career growth;
• Hugs ;)