Customer Success Manager at Time to Reply Limited

We are looking for a technically savvy Customer Success Manager who possesses a strong drive for results. Duties for the Customer Success Manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.

Key responsibilities:

• The Customer Insights, Success and Growth Lead is responsible for;
• Identifying and executing opportunities to optimize customer onboarding;
• Developing a robust customer health check framework;
• Collecting actionable customer insights and feeding to TTR product, sales, and marketing teams;
• Identifying revenue expansion opportunities within the TTR customer base;

This is the initial outline for this role. It will require review and adaptation as the TTR system grows and matures.

Experience:

• 2+ years in a commercial tech organization 
• Comfortable with taking data points and turning them into action plans
• Customer-facing, problem-solving and opportunity identifying within a fast-paced environment

Traits:

• Go-getter / self-motivated
• Curious (about everything)
• Very clear communicator
• Tech-savvy (general, and quick to learn sales and marketing systems)
• Highly organized and always looking for ways to improve the status quo
• Flexibility and willingness to work a mix of SA and US hours, depending on demand