Customer Success Manager

As a Customer Success Manager at Inventi, you'll be responsible for building robust relationships with customers, reducing churn, and driving long-term success. Your duties include proactively identifying risks, enhancing customer health scores, increasing revenue through upselling and cross-selling, and collaborating with various teams to improve customer outcomes.

To become a Customer Success Manager at Inventi, you should have proven experience in a similar role, preferably within finance, payments, or SaaS. Excellent relationship-building communication skills, a sales-oriented mindset, and strategic thinking abilities are essential for thriving in this position.

Inventi is committed to the personal and professional growth of its employees, including Customer Success Managers. We offer a learning budget, remote work opportunities, and flexible hours to ensure that you have the resources and environment needed to advance your skills and career.

The gross salary for a Customer Success Manager at Inventi starts from 2800 Eur per month, depending on your experience and competencies. We believe in compensating our employees fairly for their skills and contributions.

At Inventi, the culture is inspiring, driven by a community of passionate, self-improving colleagues. We foster an environment where constant learning is valued, and everyone is committed to delivering the highest quality solutions to our clients.

When building relationships with customers, my approach involves actively listening to their needs, understanding their goals, and maintaining consistent communication to ensure they feel valued. I focus on providing tailored solutions and regularly touch base to track progress.

One instance I encountered involved a client who was on the verge of leaving. After conducting a health check, I discovered they faced specific challenges. By addressing those issues promptly and developing a personalized support plan, I enhanced their satisfaction and loyalty, significantly reducing churn.

My strategies for upselling and cross-selling entail understanding the customer’s needs and demonstrating how additional products or services can solve their problems. Data plays a vital role; I analyze customer usage patterns to identify opportunities where they can genuinely benefit from expanded services.

I measure the success of customer relationships using metrics such as customer satisfaction scores, retention rates, and health scores. Additionally, I collect feedback through surveys and testimonials, ensuring that I adapt my strategies based on customer insights.

One of the biggest challenges faced by Customer Success Managers is balancing customer happiness with the business needs. Ensuring that customers achieve their goals while also driving revenue growth requires a strategic approach and the ability to manage expectations carefully.

Staying updated on industry trends is essential, so I regularly dedicate time to reading industry news, attending webinars, and participating in professional networks. Engaging with peers also helps me learn about new strategies and solutions that can benefit our clients.

Handling a dissatisfied customer involves active listening to fully understand their concerns. I empathize with their situation, offer an immediate resolution where possible, and ensure follow-up to verify that they are satisfied with the outcome. Building trust is key to turning the situation around.

Data is central to my decision-making process. It helps me identify trends, measure customer health, and assess the effectiveness of my strategies. I use analytics to inform my interactions and adapt my approach to meet the evolving needs of our customers.

Collaboration across departments is crucial. I frequently engage with sales, product, and support teams to share insights on customer feedback and needs. This ensures we are aligned in providing solutions that meet customer expectations and drive overall success.

My motivation to work as a Customer Success Manager stems from my passion for helping others succeed. I find fulfillment in seeing customers achieve their goals and knowing that I played a part in that journey. It’s rewarding to create positive experiences and foster lasting relationships.