Customer Success Manager

As a Customer Success Manager at Treatwell, your primary responsibilities include owning the Partner relationship, managing escalations, engaging with Partners daily through various communication channels, maximizing Partner performance, managing a portfolio of accounts, reducing churn, and driving retention and revenue growth. You’ll also provide expert knowledge to educate and empower Partners in their use of our SaaS platform.

While we prefer candidates with a minimum of 2+ years in a customer-facing role, particularly in SaaS, tech, or marketplace environments, it is not mandatory. Proficiency in Greek and English is essential, alongside a strong customer-first mindset, analytical skills, and excellent communication abilities. A solid understanding of digital platforms is beneficial.

At Treatwell, customer satisfaction is at the heart of our Customer Success Managers’ roles. You'll be responsible for establishing strong relationships with Partners, actively engaging with them to ensure they're utilizing our platform effectively, and providing timely support and training. Our goal is to ensure that every Partner realizes the full value of Treatwell's offerings.

A typical day for a Customer Success Manager at Treatwell involves engaging with Partners through video calls, handling any escalations or issues that arise, conducting training sessions, analyzing performance metrics, and strategizing to maximize Partner success on our platform. You will also collaborate with your team to share insights and develop retention strategies.

Treatwell offers a competitive salary, monthly vouchers, 28 days of holiday plus public holidays, a variable incentive bonus plan, free coffee and snacks, and growth funds for development. We believe in supporting our team’s professional growth while creating a friendly and entrepreneurial work environment.

In this role, it's crucial to demonstrate your problem-solving skills. Share a specific example, highlighting the situation, the actions you took, and the successful outcome. Focus on your ability to listen to the customer's needs and how you found a solution that ensured their satisfaction.

Effective prioritization is key. Highlight how you assess urgency and importance in your tasks. Discuss tools or methods you use to stay organized, such as creating a task list or using project management software, and how you communicate with Partners regarding timelines and expectations.

To reduce customer churn, I focus on proactive engagement, identifying potential risks early, and developing tailored strategies for Partners based on their specific needs. Sharing success stories and best practices with them also helps reinforce the value of our services.

Success can be measured through various metrics, including renewal rates, customer satisfaction scores, and the frequency of engagement. Use data to assess how well Partners are utilizing our platform and outline strategies to enhance their performance.

I once guided a Partner through an onboarding process, providing them with training resources and personalized coaching. Tailoring the training to their specific business needs helped them understand how to utilize the platform's features, resulting in increased bookings.

Building rapport starts with active listening and understanding the Partner's unique challenges and objectives. I make an effort to connect on a personal level, showing genuine interest in their success, which fosters a trusting relationship where they feel comfortable voicing concerns.

The most important trait is a customer-first mindset. A successful Customer Success Manager must empathize with Partners' needs, be proactive in finding solutions, and demonstrate a commitment to ensuring their success with the platform.

I regularly read industry publications, join relevant webinars, and participate in professional networks. Staying informed helps me provide valuable insights and keep Partners ahead of market changes, demonstrating my commitment to their growth.

In past roles, I utilized analytics tools to track Key Performance Indicators (KPIs) that measure Partner engagement. I assess this data to identify trends and areas for improvement, enabling me to have informed discussions with Partners about their performance.

I would take a personalized approach, assessing their specific challenges and customizing the training to address those issues. I’d offer hands-on help, complementary resources, and follow up to ensure they’re gaining confidence and seeing results from our platform.