Note: The job is a remote job and is open to candidates in USA. Cyncly is a global technology powerhouse that transforms the way customizable products and spaces are managed and designed. The Customer Success Manager is responsible for managing customer relationships, driving retention, and helping customers succeed by understanding their business needs and articulating the value of Cyncly's solutions.
Responsibilities
- Develop strong relationships within a set portfolio of accounts to ensure they remain happy and loyal customers
- Drive positive onboarding experience and reduce time to value through close collaboration with Professional Services team to ensure smooth onboarding process
- Support customers to achieve their objectives by using our solution and help customers to understand the value of our solution
- Create additional value in the customer relationship such as through activities beyond the solution
- Be the voice of the customer at Cyncly - share customers’ feedback to the product management team to improve the software
- Help Cyncly to retain the customer for longer to increase profitability, and reduce churn by increasing customer satisfaction. Proactively engage customers at risk, including handling and resolving customer requests and complaints
- Prompt upsell and cross-sell of services and products to the customers, collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities. Get involved in presales activities where required
- Analyse customer data to improve customer experience, monitor and report back to the team leads and managers
- Develop customer-focused processes for ensuring customer success
Skills
- Must have recent experience in the software industry
- 5+ years' experience in customer success or similar position
- Experience in driving adoption of technology across accounts
- Experience in understanding customers concerns
- Experience in managing a diverse portfolio and adapting approach for each client
- Passion for technology and for being a part of a fast-growing SaaS company
- Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
- Proven understanding of value drivers in recurring revenue business models
- Excellent relationship building skills
- Excellent communication and listening skills
- Analytical and process-oriented mindset
- Good problem-solving and negotiation skills
- Driven and self-motivated
- Pragmatic, can-do attitude
- Proactive and able to use initiative
- Strong planning and prioritising skills
- Highly organised and able to multi-task
- Solid decision-making skills
- Strong empathy for customers
- Flexible approach, able to operate effectively with uncertainty and change
- Flooring experience would be a plus
- Project management experience desirable or at least experience in establishing milestones and managing all team members on tasks
Benefits
- You’ll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth.
- We celebrate the different ways people contribute and encourage everyone - from every background - to bring their authentic self to work.
Company Overview