Mid-Market CSM

As a Mid-Market Customer Success Manager at Navattic, your main responsibilities include leading end-to-end onboarding sessions for new customers, managing relationships across various industries, conducting quarterly business reviews, and collaborating internally to improve customer success operations. Your role will be essential in driving customer satisfaction and retention while fostering positive relationships.

To qualify for the Mid-Market Customer Success Manager role at Navattic, candidates should possess experience in customer success or account management. Demonstrated communication skills, ability to lead onboarding sessions, and a genuine passion for helping customers succeed are crucial. Familiarity with SaaS products and customer development is also beneficial for this position.

At Navattic, onboarding new hires is a priority, especially for Mid-Market Customer Success Managers. You will receive comprehensive product training and work closely with Alisa, the Head of Customer Success, to navigate your initial tasks. This hands-on approach includes participating in customer calls to establish relationships and build your expertise in the product.

The interview process for a Mid-Market Customer Success Manager at Navattic consists of multiple stages. You'll start with a 30-minute introduction call with our recruiting lead, followed by meetings with co-founder Neil and Head of Customer Success Alisa. The process also includes a task and mock business review, allowing candidates to showcase their skills effectively.

Navattic offers several attractive perks for its Mid-Market Customer Success Managers, including competitive salaries, early-stage equity, top-notch health insurance, bi-annual offsites in exciting locations, and WeWork All-Access Passes for a flexible workspace experience.

When discussing your approach to onboarding new customers, emphasize the importance of understanding customer needs and ensuring a smooth transition. Highlight your ability to create tailored onboarding sessions, being attentive to customer feedback, and providing ongoing support throughout their journey.

In customer success roles, success can be measured through various metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), customer retention rates, and upsell opportunities. It’s vital to demonstrate how you utilize these metrics to ensure the continuous improvement of the customer experience.

To build strong customer relationships, I focus on active communication, genuine understanding of their needs, and timely follow-ups. Sharing relevant resources, conducting regular check-ins, and listening to customer feedback are all critical aspects of my relationship-building strategy.

In a challenging situation, I once faced a customer who was unhappy with the product performance. I responded by setting up a meeting to listen to their concerns, providing actionable solutions, and facilitating additional training. By resolving their issues effectively, I regained their trust and improved overall satisfaction.

The most critical part of the customer success lifecycle is the onboarding phase. A solid onboarding experience sets the tone for the entire relationship, ensuring customers feel supported and confident in using the product, which ultimately leads to improved retention and satisfaction.

To stay informed about industry trends, I follow relevant publications, attend webinars, and participate in networking events. Engaging in communities where peers share insights and strategies also helps me stay ahead of emerging trends that could impact customer success.

I once assisted a customer in optimizing their use of our product which led to a significant increase in their team's efficiency. By conducting a detailed analysis of their usage and providing tailored training, they were able to achieve their goals and increase their ROI.

When handling conflicts with customers, my approach is to listen actively to their concerns and validate their feelings. I then work collaboratively to identify solutions, ensuring the customer feels heard and valued throughout the resolution process.

In managing customer relationships, I have utilized various CRM tools like Salesforce and HubSpot, along with customer success platforms such as Gainsight. These tools help streamline communication, track customer progress, and analyze data effectively.

I am motivated to work in customer success because I genuinely enjoy helping others succeed. It brings me satisfaction to build relationships, understand customers' needs, and play a key role in their growth journey using the product.