Customer Success Manager SEE (m/f/d)

As a Customer Success Manager at PlanRadar, you'll engage closely with clients to help them realize the full potential of our platform. Your responsibilities will include onboarding new customers, providing training, conducting periodic business reviews, and identifying opportunities for growth. You'll act as a trusted advisor while ensuring clients reach their desired outcomes and enhance their engagement with our features.

To be considered for the Customer Success Manager position at PlanRadar, you should have a solid background in account management or Customer Success, particularly in the SaaS sector. Familiarity with CRM systems, web, and mobile applications is essential. Additionally, proficiency in Croatian and business English, coupled with excellent communication skills, is necessary for fostering positive relationships with clients.

PlanRadar is committed to the personal and professional growth of its employees. As a Customer Success Manager, you'll have access to ongoing training and mentorship from experienced coaches. Moreover, we encourage continuous learning through our buddy program and team events, creating an environment conducive to skill enhancement and career progression.

The work environment at PlanRadar is vibrant and collaborative. You'll work alongside a motivated and agile team in our centrally located Zagreb office, with opportunities for remote work and flexible hours. We embrace a culture of inclusivity and innovation, allowing you to express your ideas and contribute to a shared vision of success.

As a Customer Success Manager at PlanRadar, you'll enjoy numerous benefits, including a competitive salary with uncapped bonuses based on performance. We also offer support during the onboarding process, additional perks such as team events, free drinks and snacks, a relocation package if needed, and ample room for personal and professional development.

Customer success means proactively ensuring that clients achieve their desired outcomes through the use of a product. At PlanRadar, it's about building strong relationships, understanding client needs, and delivering value that enhances their experience with our platform.

Onboarding a new client involves understanding their specific goals and tailoring the training process to meet those objectives. I'd employ a mix of direct training sessions, resource sharing, and regular check-ins to ensure they’re comfortable and confident in using PlanRadar.

In such scenarios, active listening is crucial. I recall a situation where a client felt unheard. By scheduling a dedicated meet-up, addressing their concerns transparently, and implementing feedback from that conversation, I was able to restore their trust and improve their overall experience.

Success can be measured via various key performance indicators such as client retention rates, upsell opportunities, and satisfaction scores. Regular check-ins with clients help gauge progress and identify any concerns early on.

To minimize churn, I would ensure consistent engagement with clients, provide tailored support, and deliver timely value demonstrations. Regular business reviews can also help highlight successes and areas for improvement, which fosters loyalty.

Time management and prioritization are key. I would categorize tasks based on urgency and impact, and maintain clear communication with clients. By setting expectations, I can navigate competing demands while ensuring excellent service.

I have utilized several CRM systems to track client interactions, measure success metrics, and identify engagement opportunities. This allows me to stay organized and provide personalized service to each client.

I make it a priority to relay client feedback to relevant internal teams, ensuring that their needs and suggestions are considered in product development and service improvements. Regular customer surveys can also be a valuable tool for gathering insights.

A successful business review starts with gathering data on the client’s usage and outcomes. I would discuss these findings with them, align on goals for the next period, and collaborate on solutions for any hurdles they may have encountered.

Key skills for a Customer Success Manager include excellent communication, empathy, problem-solving, and adaptability. The ability to understand and meet customer needs while contributing to business objectives is crucial.