Care Success Manager

Customer Success:

• Drive customer satisfaction by ensuring timely and effective resolution of technical issues. Act as an escalation point for complex or high-impact customer concerns.

• Act as the primary point of contact for customers regarding all support-related matters, building trust, understanding their pain points, and ensuring measurable success with our product.

• Proactively address customer concerns and guide the product and delivery teams to create solutions that meet the customers unique challenges.

• Design and implement a comprehensive customer success framework for Care Operations, including onboarding, engagement, resolution, and satisfaction, while optimizing processes, tools, and metrics for scalability.

Collaboration:

• Work closely with product, engineering, and sales teams to ensure a seamless customer experience. Provide feedback on product improvements based on customer insights.

• Serve as the voice of the customer, providing insights and feedback to the product team to inform development priorities.

Reporting & Analytics:

• Track and report key support metrics such as response time, resolution rate, and customer satisfaction scores. Present performance updates to senior management.

Operational Excellence:

• Develop and optimize support processes, workflows, and KPIs to improve efficiency and service quality.

Training & Development:

• Implement training programs to keep the team updated on product features, troubleshooting techniques, and customer engagement best practices.

• Strong customer service orientation with excellent communication and conflict resolution skills.

• Proven track record of building and scaling customer success programs in a high-growth, technology-focused environment.

• Exceptional interpersonal and communication skills, with the ability to build trust and articulate complex ideas clearly.

• 5+ years in technical support or customer success roles, with deep understanding of L3/L2/L1 support functions.

• SaaS Knowledge:

• Technical Skills:

• Leadership:

• Problem-Solving:

• Ability to manage multiple priorities in a fast-paced, evolving environment.

• Data-driven mindset with the ability to analyze and interpret customer data to drive decisions.