We are a product company working in the global market. Right now we are a team of 80+ amazing Ukrainians working 100% remotely from day 1. We have 4000+ customers all over the world using our platform every day. And now we are looking for a great Customer Support Agent to join our great team :)
As a Customer Success Manager at Reply.io, you’ll be the go-to partner for our customers, helping them thrive and grow with our platform. You’ll lead new client onboarding, ensuring a smooth transition from sales to active usage, and deliver engaging training sessions. Building strong, lasting relationships is key, as well as proactively resolving issues with the support and product teams. You’ll also identify upselling opportunities, monitor success metrics, gather valuable feedback, and champion customer needs within the company. Join us to make a meaningful impact and help our clients succeed!
Customer Success Manager in Reply is a strategic partner for the existing customers, and is responsible for strategic assistance which leads to maintaining and expanding current client base.
The main responsibilities are:
- Customer onboarding: leading new client onboarding processes, ensuring a smooth transition from sales to active usage. Developing and delivering training sessions, both one-on-one and group webinars, to educate clients on product features and best practices
- Building and maintaining strong, long-term relationships with clients: ensuring they receive value from Reply
- Issue resolution: proactively identifying and resolving customer issues, collaborating with customer and technical support, and product teams as needed. Managing and tracking customer inquiries and escalations to ensure timely resolution
- Account Growth and Retention: identifying opportunities for upselling and cross-selling additional features within Reply
- Data analysis and reporting: monitoring key customer success metrics, such as product adoption, customer satisfaction, and churn rates
- Collecting and analyzing customer feedback: to identify areas for product improvement
- Collaborating with the product team: to communicate customer needs and contribute to the product development roadmap
- Acting as a customer advocate within the company: to represent their interests in internal discussions and decisions.
- 2+ years of experience in customer-facing roles such as Customer Success, or Account management in B2B SaaS
- Excellent English communication skills, both written and verbal
- Previous roles as Sales Manager, SDR, BDR and technical proficiency in using and explaining complex software products, such as Reply.io
- Understanding of cold outreach business
- Proven track record of building and maintaining customer relationships
- Excellent and proven skills in client retention strategies and upselling / cross-selling products and services
- Excellent customer onboarding and education skills
- Project management experience to handle multiple client onboarding and support projects simultaneously
- Experience with data analysis to track customer success metrics, identify trends, and develop strategies based on data-driven insights
- Strong communication and interpersonal skills developed through direct customer interactions
- Strong problem-solving skills to address and resolve customer issues creatively and efficiently.
- Working with the leading product on the US and Global market
- Real opportunity for professional growth and self-improvement
- Remote work with optional co-working coverage
- Friendly team with zero micromanagement and lots of support
- Sick leaves without limitations
- Access to internal training, literature, and knowledge sessions.
