Customer Service Manager/Live Chat – FULLY REMOTE

We’re looking for an experienced Customer Success Manager to help us onboard, support, and delight customers. This is a critical role in their growing business. We’re looking for someone who can build and lead a best-in-class Customer Success program. You will develop the infrastructure to onboard new customers smoothly, equip them to adopt our platform effectively, and ensure they achieve value as quickly as possible.
Benefits Medical, Dental, Vision Insurance 401k, With Matching Contributions Short-Term/Long-Term Disability Insurance Health Savings Account (HSA)/Health Reimbursement Account (HRA) Options Paid Time Off (including sick, holiday, vacation, etc.) Tuition Reimbursement Growth Opportunities
Key Responsibilities:
• Strategy Development and Implementation:
• Develop and implement a comprehensive customer success strategy aligned with our business goals
• Define key performance indicators (KPIs) to measure customer success and satisfaction
• Create and manage customer success playbooks and processes to ensure a consistent and scalable approach
• Customer Relationship Management:
• Build and maintain strong, long-lasting relationships with key customers
• Act as the main point of contact for customer inquiries, concerns, and escalations
• Conduct regular check-ins with customers to ensure they are achieving their desired outcomes
• Customer Onboarding and Training:
• Develop and manage both custom and standard customer onboardings to ensure a smooth transition to our products and services
• Create and deliver training materials and sessions to help customers maximize their use of our products
• Retention and Expansion:
2-3 years’ experience in a client facing role • Experience working in customer support for a technical product • Superior communication skills • Ability to learn new concepts quickly • Strong attention to detail • Energy, humor, compassion, and enthusiasm

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