Customer Success Manager

Công ty Cổ phần Đầu tư và Công nghệ VELA

Địa điểm làm việc: Hà Nội

Hết hạn: 13/03/2025

Chi tiết công việc
Giới thiệu công ty

Thu nhập: Thỏa Thuận

Loại hình: Toàn thời gian

Chức vụ: Nhân viên

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Mô tả công việc

Given our business model, where our customers pay us over time, Customer Success Manager is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

Responsibilities

Drive Customer Success Outcomes
Increase renewal rates and reduce churn
Expand our revenue in accounts through cross-sell and up-sell
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Drive new business growth through greater advocacy and reference-ability
Define and Optimize Customer Lifecycle
Map customer journey
Develop listening points in journey (e.g., usage, satisfaction, etc.)
Standardize interventions for each point in journey
Define segmentation of customer base and varying strategies
Identify opportunities for continuous improvement
Learn from best practices in industry
Manage Customer Success Activities
Onboarding
Training
Professional Services
Customer Support
Customer Success Management
Renewals
Cross-sell / Up-sell
Advocacy
Measure Effectiveness of Customer Success
Define operational metrics for team
Establish system for tracking metrics
Create cadence for review within team
Expose subset of metrics to executive team, company and board
Lead World-class Customer Success Team
Recruit experienced leaders for each functional role
Attract high potential individual contributors into team
Create rapid onboarding process for new team members
Foster collaboration within team and across customer lifecycle
Encourage continuous learning within team
Enhance Effectiveness and Efficiency Through Technology
Support systems
Customer marketing software
Reference and advocacy solutions
Customer Success Management platform
Inspire Customer Success Across Company
Create company-wide culture of Customer Success
Align with Marketing around marketing to existing clients
Align with Product around driving product roadmap
Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
Align with Finance around measurement and forecasting
Align with Executive Team around key metrics and objectives
Drive company-wide definition of ideal customer
Create company-wide customer feedback loop

Requirements

5+ years experience in leading customer-facing organizations
Ability to manage influence through persuasion, negotiation, and consensus building
Ideally combined background of post-sale and sales experience
Strong empathy for customers AND passion for revenue and growth
Deep understanding of value drivers in recurring revenue business models
Analytical and process-oriented mindset
Demonstrated desire for continuous learning and improvement
Enthusiastic and creative leader with the ability to inspire others
Excellent communication and presentation skills
Relevant Bachelor's degree; preference for computer science or related degrees

Why You'll Love Working at VelaCorp?

Super vibrant startup environment with a talented and very motivated team.
Opportunity to learn from smart managers with vast experience in e-commerce, product development, data management, and technical engineering.
Make a great impact for millions of e-commerce businesses.
Competitive salary package with grow up opportunities at startup speed.
Up to 15 days off per year.
Work remote from home flexible.
2 performance reviews per year.
Team building monthly, company trip every year,13th Salary, Performance Bonus.
On-the-job training and coaching with smart and friendly experts.
Union and other activities every month (8/3, 20/10, Mid-Autumn, Year-End Party, v.v...)
Free tea, coffee, snacks for member every day.
Free Parking fee every month.

Connect to VelaCorp

LinkedIn: [protected info]
Fanpage: [protected info]
Hotline: [protected info] (Ms. Hòa)

BE VELAER - BE COOL - BE WINNER

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Thu nhập: Thỏa Thuận

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Hạn nộp: 13/03/2025

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