Customer Success Manager

Employment Type: Full-Time
Working Hours: EST Time Zone

About Pavago:
Pavago is seeking a dynamic and experienced Customer Success Manager to join our client’s growing team. This role is pivotal in ensuring our client’s customers’ success from the very beginning of their journey with them. You will be responsible for managing the onboarding process, overseeing customer support inquiries, and building processes that improve customer satisfaction and operational efficiency. If you have a background in customer success, onboarding, and process improvement in a software environment, this is a great opportunity to contribute while playing a key role in our client’s customers' success.

Key Responsibilities:

• Customer Onboarding: Manage and support the onboarding process for new customers, ensuring smooth integration and adoption of our software. You will work closely with customers, providing training and guidance to ensure they understand the platform and get value from it quickly.
• Monitor Onboarding Progress: Review the status of all customers in the onboarding process, ensuring that progress is on track. This includes tracking metrics such as the percentage of users registered and paid within the system, and addressing any issues or delays proactively.
• Customer Support Inquiries: Respond to customer support inquiries that come in, particularly those from the previous evening. This includes addressing both inbound and outbound phone calls, providing timely and effective solutions to ensure a seamless customer experience.
• Process Building & Improvement: Continuously assess the current onboarding processes, identifying gaps and consistent issues. Develop and implement improvements to streamline the onboarding journey, leveraging your experience to build better systems for customer success.
• Customer Relationship Management: Establish strong relationships with customers, regularly checking in to ensure satisfaction, gather feedback, and resolve any issues they may encounter during the onboarding phase and beyond.
• Collaboration with Teams: Work closely with product, sales, and customer support teams to ensure alignment in customer needs and the onboarding process, ensuring that all teams are on the same page regarding customer expectations and progress.
• Reporting & Documentation: Use tools like Excel and Google Sheets to track onboarding progress, customer feedback, and support tickets. Maintain accurate and detailed documentation of customer interactions and progress.

What Makes You a Perfect Fit:

• Customer Success Experience: At least 2-4 years of experience in customer success or onboarding, preferably in a software environment. Experience managing customer relationships and guiding them through onboarding and product adoption is essential.
• Process-Oriented: Strong ability to assess existing processes, identify gaps, and create effective solutions to improve the overall onboarding and customer experience.
• Tech-Savvy: Comfortable with tools such as Excel, Google Sheets, Slack, and email. Familiarity with Aircall or other similar communication tools is a plus (training will be provided if needed).
• Customer-Centric: A passion for delivering exceptional customer experiences and resolving issues in a professional, empathetic, and timely manner.
• Problem-Solving: Ability to analyze customer challenges, offer creative solutions, and streamline processes to reduce common issues.
• Communication Skills: Excellent written and verbal communication skills, particularly in managing both inbound and outbound customer calls, emails, and chats.
• Team Player: Ability to collaborate with cross-functional teams to improve internal processes and deliver a seamless customer experience.

Required Skills & Tools:

• Software Proficiency: Experience with customer success software, CRMs, and communication tools (e.g., Aircall, Slack, Google Sheets, Excel). Experience with onboarding software is a plus.
• Process Improvement: Experience in identifying, documenting, and improving internal processes for customer onboarding or customer success.
• Analytical Skills: Strong ability to analyze data (e.g., customer progress, registration, and payment metrics) and identify trends that can help improve customer outcomes.

What Does a Typical Day Look Like?

A typical day will involve working closely with customers to ensure their onboarding is progressing smoothly. You’ll monitor the onboarding status of approximately 10 customers each month, each with around 80 end-users, ensuring all customers are on track and identifying any obstacles they may face. You'll handle inbound customer support inquiries from the previous day, answer customer calls and emails, and ensure follow-ups are conducted in a timely manner. Throughout the day, you’ll collaborate with other teams, share insights on customer feedback, and work on building new processes to improve overall customer success.

Interview Process:

1. Video Interview: A detailed discussion of your technical skills and professional background.
2. Final Interview: Meet with our client to confirm alignment with project needs.
3. Background Check: Verification of references and prior experiences.

Ready to Apply?

If you are excited about driving customer success, have experience in onboarding, and are eager to build better processes to elevate customer experiences, we’d love to hear from you!