Bookee - Customer Success Manager

- As a Customer Success Manager at Kenko, you will be a passionate advocate for our community of fitness and wellness business owners.

- You will serve as the primary point of contact, building strong relationships, understanding their needs, and ensuring they derive maximum value from our AI-powered platform.

- Your role is crucial in driving customer retention, gathering feedback for product improvement, and helping our clients succeed.

Role Responsibilities:

- Serve as the primary point of contact for customers, building strong relationships and understanding their business needs and goals.

- Deliver stellar operations outcomes according to agreed service level agreements, ensuring the best customer outcomes for complex support issues.

- Act as a conduit for customer feedback, gathering insights, feature requests, and suggestions, and conveying them to the Product team.

- Develop and execute strategies to reduce customer churn and increase retention, including identifying and addressing at-risk customers.

- Work closely with Sales, Marketing, Product, and Support teams to ensure a coordinated approach to customer success.

Required Qualifications:

- 3+ years of proven experience in a start-up, bank, or consultancy, with a passion for driving change in a fast-paced environment.

- Exceptional writing and verbal communication skills.

- Logical mindset with strong analytical thinking and a commercial/operational approach to decision-making.

Preferred Qualifications:

- Proven project management experience with the ability to manage a program of work from beginning to end.

- Demonstrated data/analytics experience with proficiency in Excel.

Good to Have:

- Experience working in a Customer Support, Call Quality, or Learning & Development / Training team.

- Experience with processes, systematic organisation, and delivering high-quality customer service.