Job Title: Customer Success Manager
Location: Philippines (Remote)
Salary Range: $1,100 – $2,500 USD per month, based on experience and skills
Company Overview: Appointwise.io is revolutionizing the way agencies convert leads into deals and revenue. With a global user base, our dynamic team of four ambitious founders is on a rapid growth trajectory and seeking to scale significantly. We are looking for a proactive and experienced Customer Success Manager to join our team and drive customer satisfaction and retention.
Role Overview: As our first dedicated Customer Success Manager, you will play a critical role in enhancing our customer operations and retention strategies. You will be responsible for creating and implementing a comprehensive customer success system, managing onboarding processes, and maintaining regular contact with our clients to ensure their ongoing satisfaction. This role requires a strategic thinker with a strong background in customer success within a similar business environment and proficiency with CRM tools like Go High Level.
Key Responsibilities:
- Customer Onboarding: Conduct initial onboarding calls to integrate new clients into our network effectively.
- Client Check-ins: Manage and schedule periodic check-in calls with clients to address their needs and ensure satisfaction.
- Customer Engagement: Proactively reach out to customers to gauge their needs and provide support before issues arise.
- Process Improvement: Develop and implement strategies to enhance customer success operations, including exploring new ideas like a Slack channel for support.
- CRM Management: Utilize Go High Level or similar CRM platforms to track customer interactions, manage data, and analyze performance metrics.
- Collaboration: Work closely with the founding team to align customer success strategies with company goals and growth plans.
Requirements:
- Experience: Minimum of 4 years of experience in a customer success or similar role, preferably within a software or SaaS environment.
- CRM Proficiency: Strong experience with Go High Level CRM or similar platforms.
- Strategic Thinking: Proven ability to develop and execute strategies to improve customer retention and success.
- Communication Skills: Excellent written and verbal communication skills in English.
- Problem-Solving: Ability to proactively identify issues and implement solutions to enhance customer experience.
- Adaptability: Comfortable working in a fast-paced environment and scaling processes as the company grows.
What We Are Not Looking For:
- Basic Customer Support Representatives: We are not seeking individuals who only follow predefined tasks without bringing strategic thinking or process improvement ideas to the table.
- Short-Term Solutions: Candidates who are looking for a temporary position or are not interested in contributing to long-term growth and scalability.
- Passive Approach: Individuals who prefer reactive rather than proactive customer engagement will not align with our needs.
Preferred Qualifications:
- Previous experience in a remote work setting.
- Familiarity with customer support best practices and tools.
- Ability to work within the 9 am – 5 pm EST time zone.
Additional Information:
- Working Hours: Predominantly 9 am – 5 pm EST.
Hiring Timeline: We aim to have this position filled within the next 2-4 weeks.
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