Customer Success Manager

Role description

About this role:

Role name / title: Customer Success Manager

Department: CS

Reports to: Head of CS

HR responsibility: N

Budget responsibility: N

Objective of role

Ensure that the customer fastly, effectively and smoothly gets started using and benefiting from Fibbl products and services, aligning with the customers expectations and objectives. This includes everything from grain to loaf. And not just once, it’s a never-ending process that should be done dozens of times per customer. Fibbl grows with the customer.

The role is as strategic as operational. You are responsible for your own portfolio of customers and their success with Fibbl, and to a certain extent, their 3D strategy in general. In concrete terms, this means that you are their go-to strategic advisor who understands the customers’ businesses on a deeper level, and provides customized and high-quality advice on the next step – resulting in a meaningful outcome on their end, and increased stickiness and/or more monthly recurring revenue on our end. But you also mustn't be afraid to get your hands dirty and help the customer operationally.

The role is expected to interact with Head of Production and Head of Sales at Fibbl to help improve our offering, how we market and sell our services and the development and improvement of the customer success process. The role reports to the Head of Customer Success.

Areas of responsibilities of role (formulated also as processes)

As a Customer Success Manager, you are responsible to execute on “The process of turning customers into promoters”. You are responsible for gross and net retention for your own portfolio, and you are given freedom to achieve your set retention targets. But you are not completely alone in this, you collaborate with others who work with customers and also other departments who are responsible for what is to be delivered.

Areas of competencies and experience expected

• Proven experience in SaaS account management.
• Experience in e-commerce and marketing; basic understanding of the complex ecosystem with many moving parts, so that you can speak the same language as the customer.
• Technical aptitude – quick to develop a deep understanding of new software.
• Proven ability to analyze complex situations and drive goals & action plans to lead customers to achieve their key objectives.
• Proven ability to create and maintain trustful relationships.
• Fluent in English.
• Bonus point for experience from working in brand/retail with fashion

Job Type: Full-time

Pay: Up to ₹50,000.00 per month

Education:

• Bachelor's (Preferred)

Experience:

• SaaS in Customer Support: 2 years (Preferred)

Language:

• English (Preferred)

Work Location: In person