Customer Success Manager

About GIG
At GIG, we are committed to using data to fuel our growth and innovation. As a rapidly scaling tech company, we recognize the importance of transforming data into actionable insights to drive our expansion. We are seeking a Business Intelligence Analyst with a Growth Focus to join our team and support our mission of accelerating business growth through strategic data-driven decisions.

Job Summary

We are seeking a Customer Success Manager (CSM) to join our team and help drive customer satisfaction, retention, and growth. As a CSM, you will be responsible for managing the post-sale relationship with customers, ensuring they derive maximum value from our product/service, and ultimately fostering long-term partnerships. You will collaborate with cross-functional teams to deliver exceptional customer experiences and ensure customer goals are met.

Key Responsibilities

• Customer Onboarding & Implementation: Lead customers through a smooth onboarding process, ensuring successful product adoption and a positive initial experience.
• Customer Advocacy: Act as the voice of the customer within the organization, providing feedback and insights to improve the product and service.
• Relationship Management: Build strong relationships with key stakeholders to drive customer satisfaction and retention. Become a trusted advisor for customers and help them achieve their business objectives.
• Customer Support: Provide ongoing support and guidance to customers, ensuring they receive timely responses to inquiries and troubleshooting assistance when needed.
• Account Health Monitoring: Monitor the health of customer accounts using metrics such as usage data, NPS (Net Promoter Score), and customer satisfaction surveys. Proactively identify and address potential risks of churn.
• Upsell and Cross-Sell Opportunities: Identify opportunities to expand customer relationships by suggesting additional products, features, or services that could further benefit their business.
• Training & Education: Provide training sessions and resources to customers, ensuring they understand how to maximize the value of our product/service.
• Renewals and Contract Management: Oversee the renewal process and ensure timely, successful renewals for customers in your portfolio.
• Collaboration: Work closely with Sales, Product, and Support teams to ensure a seamless experience for customers and identify areas for product improvements.

Skills and Qualifications

• Experience: 3+ years in customer success, account management, or a related field. SaaS or technology experience is a plus.
• Strong Communication Skills: Excellent verbal and written communication abilities, with the capability to build strong relationships with customers at all levels.
• Problem-Solving: Ability to quickly assess customer needs, identify issues, and propose effective solutions.
• Customer-Centric Mindset: Passionate about delivering exceptional customer service and ensuring customers achieve their desired outcomes.
• Project Management: Strong organizational skills and the ability to manage multiple projects and customer accounts simultaneously.
• Analytical Skills: Comfort with data and metrics to track customer health, performance, and satisfaction.
• Technical Proficiency: Familiarity with CRM tools (e.g., Salesforce, HubSpot) and customer success software (e.g., Gainsight, Totango) is a plus.

What We Offer

• Competitive salary and benefits package
• A collaborative and inclusive work environment
• Opportunities for professional growth and career advancement
• Flexible working hours and remote work options