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Customer Success Manager

Customer Success Manager (Team Leader)

Location: Fully Remote from Athens, Full-time

Mentionlytics is a globally acclaimed start-up recognised for its innovative SaaS product in the realm of Brand Monitoring and Social Media Analytics. With our expanding global influence, we are looking for a dynamic executive for our Customer Success team.

Role Overview

As the Customer Success Manager, you will play a pivotal role in driving customer loyalty and retention through exceptional service and relationship management. You will oversee the customer success team to ensure that all clients receive optimal support throughout their journey with our platform. Your strategic approach and deep understanding of our services will enable you to enhance user experience and maximize client engagement. The Customer Success team is working closely with our Sales team to complete the customer cycle. 

Our customer base resides in multiple countries, including the United States, Latin America, Greece, North East Asia, and many other countries and regions. Our Customer Success team members in Latin America and Eastern Asia handle the corresponding time zones. 

This role will evolve into the Director of Customer Success within 12 months, based on performance and company growth.

Key Responsibilities

  • Strategic Customer Support
    • Responding to customer queries in a timely and accurate way via live chat, email, social media (i.e., LinkedIn), and web meetings
    • Acknowledging and resolving customer issues
    • Develop and implement best practices for customer onboarding, support, and service
    • Manage customer relationships and participate in closing strategic opportunities
  • Customer Engagement and Retention
    • Identifying customer requirements and helping customers use specific features to meet their needs
    • Implement tailored success programs that provide significant value to our clients through measurable outcomes
    • Enhance customer satisfaction by optimizing ongoing customer engagement strategies
    • Conduct periodic reviews and assessments with key clients to ensure their goals are being met
    • Identifying and assessing customers’ needs to achieve satisfaction
    • Recognise and drive up-selling opportunities
    • Ultimately, make sure you implement the optimal strategies to optimize Retention and minimise Churn
  • Product Expertise and Feedback Loop
    • Knowing our platform inside out so that you can answer questions and resolve issues
    • Act as the voice of the customer to provide internal feedback on how our products can better serve our clients
    • Collaborate with the product development team to influence future product changes and enhancements based on customer feedback
    • Stay abreast of all product updates and ensure the team is fully trained and informed
    • Analyzing and reporting product malfunctions, offering workarounds until resolved
  • Reporting and Analysis
    • Analyze customer data to identify trends, perform root cause analysis, and implement corrective actions
    • Prepare and present detailed reports on the department’s progress to senior management and stakeholders
  • Team Management
    • Mentor and manage other customer success team members
    • Providing feedback on the efficiency of the customer service process
    • Help develop and monitor key performance indicators (e.g., NPS) for the department that align with the company’s goals
    • Create a culture of high performance and continuous improvement that values learning and a commitment to quality

Software you will be using

  • Mentionlytics
  • Intercom Platform
  • Hubspot CRM

Requirements

  • Proven experience as a Customer Success Manager or similar role, ideally in a SaaS or technology company
  • Strong understanding of customer success techniques and strategies in a SaaS environment
  • Excellent English and Greek language skills. Knowledge of Spanish would also be a plus, although not required
  • Advanced skills in CRM software and strong technical acumen
  • Bachelor’s or Master’s degree in Business Administration, Marketing, Information Technology, Computer Science, HR Management, or other related fields

Personality traits

The ideal candidate would be:

  • Extrovert with a pleasant personality
  • Accountability and personal organization are essential
  • Exceptional ability to communicate and foster positive business relationships
  • Excellent analytical and multitasking skills
  • Target-driven 

Benefits

  • Competitive Salary: Based on experience and market benchmarks.
  • Performance-Based Monthly Bonuses: Rewarding your success and customer impact.
  • Clear Growth Path: Development opportunities based on your performance, goals, and personal career ambitions.
  • Flexible Work Environment: Fully remote model (you can work from literally everywhere!).
  • Global & Multicultural Team Environment: Work with talented colleagues from diverse backgrounds and cultures across the world.
  • Generous Leave: Paid vacation, holidays, and sick leave.
  • Open Culture: We value transparency, creativity, and ownership.
  • Team Events: Virtual and in-person team-building activities.

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