Customer Success Manager

As a Customer Success Manager at Ravio, your responsibilities include implementing our compensation solutions, offering technical product support, building strong customer relationships, and driving renewals and upselling strategies. You will manage a portfolio of small and mid-sized accounts, ensuring they thrive while providing valuable feedback to influence our product roadmap.

To qualify for the Customer Success Manager role at Ravio, you need strong interpersonal skills for relationship building, commercial acumen for negotiations, and attention to detail to handle the complexities of our product. Previous experience in scaled support or account management, ideally within HR tech or reward sectors, is a plus, along with language skills in German or French.

Ravio is committed to the professional growth of its employees, offering fast-tracked career advancement opportunities. As a Customer Success Manager, you will work closely with our founders and a team of ambitious professionals, enhancing your knowledge and skills while enjoying a high degree of autonomy in your role.

The culture at Ravio is characterized by inclusivity, respect, and integrity. As a Customer Success Manager, you can expect a supportive environment where teamwork is vital, and fun is encouraged alongside hard work. We celebrate success together while focusing on our mission to modernize compensation.

Customer Success Managers at Ravio enjoy a competitive compensation package that includes meaningful equity stakes, generous paid time off, wellness allowances, private healthcare, and enhanced parental leave. We prioritize employee well-being and work-life balance, ensuring everyone feels valued and supported.

To build rapport with clients, focus on active listening, showing empathy to their challenges, and being genuinely interested in their success. Share your expertise and offer practical solutions that align with their needs, which will help you establish trust and a strong relationship.

When discussing upselling or renewals, emphasize your techniques for identifying opportunities based on customer needs. Provide examples of past successes where your proactive communication led to increased revenue and customer satisfaction, showcasing your ability to align products with client goals.

To ensure customer success, it's essential to establish clear expectations from the start. Regular check-ins, feedback loops, and personalized support are key strategies. Additionally, collaborating with cross-functional teams allows you to address client feedback proactively and enhance their experience.

Handling difficult customer conversations requires patience and understanding. Focus on listening to their concerns without interruption, validating their feelings, and then work collaboratively on finding a resolution. Demonstrating empathy and maintaining professionalism can turn a challenging interaction into a positive outcome.

Teamwork is crucial in customer success, as it ensures a cohesive approach to meeting client needs. I believe in leveraging the expertise of colleagues across different departments—like product development, sales, and marketing—to provide comprehensive solutions that enhance customer satisfaction and loyalty.

Share a specific example where you addressed an unhappy customer's issue promptly. Highlight your problem-solving skills and communication methods you used to identify the root cause, reassure the client, and ultimately transform their experience, demonstrating your commitment to customer success.

Key metrics to measure customer satisfaction include Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Lifetime Value (CLV). Discuss how you analyze these indicators to inform your strategy, improve service, and proactively address areas for improvement.

Staying informed about product changes is vital for effective support. I maintain close communication with product teams, participate in training sessions, and review documentation regularly. This proactive approach enables me to provide accurate and timely assistance to clients, demonstrating my expertise and commitment.

Motivation comes from my desire to see clients achieve their goals. Knowing that my efforts lead to their success drives me to constantly improve my skills and knowledge. Additionally, the collaborative nature of the role, paired with the opportunity to influence company strategy, inspires me to excel.

I am drawn to Ravio's mission to modernize compensation and support equitable pay. The opportunity to work in a fast-growing startup that values innovation, inclusivity, and employee well-being resonates with my professional and personal goals, making me excited to contribute as a Customer Success Manager.