Remote opens the vast potential of the world for every person, business, and country, building a world where every person and business truly belongs. We empower companies of all sizes to pay and manage full-time and contract workers around the world. Remote makes it easy to manage international payroll, benefits, taxes, stock options, and compliance in 50...

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Customer Success Manager, MM/ENT - EMEA

Job TypeRemote

QualificationBA/BSc/HND

Experience

LocationNairobi

Job FieldCustomer Care

As a MM/Ent. Customer Success Manager, you'll be a trusted advisor and advocate for our customers, building strong relationships and ensuring customer retention. You will be in charge of the entire customer lifecycle, from the onboarding phase to an established partnership with them.

What Do You Bring

• A Strong expertise in the customer lifecycle, with particular emphasis on the customer retention, churn mitigation, and business reviews
• Successful implementation of Customer Success Plans / goals setting strategies
• Proven track record of growing and developing customers, with a keen ability to understand client needs and suggest targeted solutions.
• Extensive knowledge of managing complex implementation/onboarding projects and working with a medium-sized book of clients.
• Excellent attention to detail.
• A strong passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer verticals.
• Deep understanding of the different stakeholders in your book of business and how to address them in writing, speaking, and presenting.
• Fluent written and spoken English, with well-structured communication skills.

What Will You Do

• Manage the entire customer journey, fostering long-term partnerships.
• Set and achieve Success Plans with your customers on a regular basis.
• Deliver business reviews in partnership with our sales team.
• Collaborate with Sales on customer expectations.
• Identify and leverage upselling and cross-selling opportunities.
• Share customer feedback to improve team processes.
• Act as a trusted advisor on product functionality.
• Ensure high-quality service delivery.
• Educate and train customers on product use.
• Monitor customer health to prevent churn and manage escalations.

• Manage the entire customer journey, fostering long-term partnerships.
• Set and achieve Success Plans with your customers on a regular basis.
• Deliver business reviews in partnership with our sales team.
• Collaborate with Sales on customer expectations.
• Identify and leverage upselling and cross-selling opportunities.
• Share customer feedback to improve team processes.
• Act as a trusted advisor on product functionality.
• Ensure high-quality service delivery.
• Educate and train customers on product use.
• Monitor customer health to prevent churn and manage escalations.

• A Strong expertise in the customer lifecycle, with particular emphasis on the customer retention, churn mitigation, and business reviews
• Successful implementation of Customer Success Plans / goals setting strategies
• Proven track record of growing and developing customers, with a keen ability to understand client needs and suggest targeted solutions.
• Extensive knowledge of managing complex implementation/onboarding projects and working with a medium-sized book of clients.
• Excellent attention to detail.
• A strong passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer verticals.
• Deep understanding of the different stakeholders in your book of business and how to address them in writing, speaking, and presenting.
• Fluent written and spoken English, with well-structured communication skills.

• BA/BSc/HND