LogicLadder - Manager - Customer Success

Manager - Customer Success

As the Manager of Customer Success you will be responsible for ensuring the success and satisfaction of our clients. This role involves overseeing a team of customer success representatives, developing strategies to improve customer experience, and collaborating with other departments to address customer needs and concerns. The ideal candidate will have 7-8 years of experience in customer success roles, a deep understanding of SaaS products, exceptional communication skills, and a passion for delivering excellent service.

Primary responsibilities include (but not limited to):

- Lead and manage a team of customer success representatives, providing guidance and support to ensure the achievement of departmental goals.

- Develop and implement strategies to enhance customer satisfaction and retention rates.

- Collaborate with sales, product development, and marketing teams to identify opportunities for improving the customer experience.

- Conduct regular meetings with clients to understand their needs, address concerns, and gather feedback.

- Analyze customer data and metrics to track progress, identify trends, and make data-driven decisions.

- Provide training and resources to customers to help them maximize the value of LogicLadder's products and services.

- Act as a liaison between customers and internal teams, advocating for customer needs and priorities.

- Resolve escalated customer issues in a timely and effective manner, ensuring a positive resolution.

- Stay up-to-date on industry trends and best practices in customer success to improve strategies continuously and processes.

- Prepare reports and presentations on customer success metrics, performance, and initiatives for senior management

- Requirements Bachelor's degree in Business Administration, Marketing, or related field; MBA preferred.

- 4-8 years of experience in customer success or related roles.

- Demonstrated success in leading teams and driving results.

- Experience working in a SaaS or technology company preferred.

- Proven track record of improving customer satisfaction and retention rates.

- Strong understanding of customer success principles and best practices.

Good to have skills :

- Experience with customer success platforms such as Gainsight or Totango.

- Knowledge of renewable energy or sustainability sectors.

- Familiarity with agile methodologies.

- Experience working with enterprise-level clients.

- Project management skills.

- Certification in customer success or related field.

You are likely to succeed in this role if :

- You are energetic, effective, a self-starter with good communication skills.

- If you are passionate and enjoy working in a fast-paced and collaborative environment.

- Goal-oriented and data-driven

- Affable personality that blends well with an innovative and vibrant startup environment

- Benefits Medical Insurance for self and spouse provided by the company.

- Great exposure working on the fastest growing market.

- Great company culture.

- Other benefits in terms of Sodexo coupons to be introduced soon