Customer Success Manager Lead

2 days ago


Lahore, Punjab, Pakistan HR Ways Full time
Job Description

We are seeking a highly skilled Cross-Functional Team Player to fill the role of Customer Success Manager at HR Ways. In this position, you will be responsible for ensuring our clients achieve maximum value from our SaaS solutions.

You will engage with customers through regular online calls, provide timely support, follow up with in-trial users, and ensure customer happiness and retention.

Key Responsibilities:
  1. Customer Engagement: Conduct regular online calls with customers to understand their needs, provide guidance, and ensure they are leveraging our SaaS solutions effectively.
  2. Customer Support: Offer prompt and effective assistance to customers when they encounter issues or have questions about our products.
  3. Onboarding: Guide new customers through the onboarding process, ensuring they are set up for success from day one.
  4. Follow-ups: Regularly follow up with in-trial users and current customers to check on their progress, gather feedback, and offer additional support as needed.
  5. Customer Retention: Develop and implement strategies to increase customer satisfaction and retention, ensuring a high renewal rate.
  6. Feedback Collection: Gather and relay customer feedback to the product and development teams to help improve our offerings.
  7. Customer Education: Create and conduct webinars, training sessions, and other educational initiatives to help customers fully utilize our SaaS products.
  8. Reporting: Maintain accurate records of customer interactions and support activities, providing regular reports to management.


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