Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Providing ongoing support to clients using our SaaS tool, building relationships, implementing new programs that will increase business’ revenue potentials and minimize churn rates with an accent on efficiently resolving issues with solutions tailored to their needs. Focus on proactively evade dissatisfaction, identifying usage trends and patterns and develop strategies to improve customer satisfaction and retention.

Location: Based in the UK, London. Our hybrid work model, with hiring focused around our head offices in Paris, London and Montpellier, allows us to balance our personal and professional lives while staying connected and engaged with colleagues and clients.

Company

hirify.global maps climate and ESG data across an entire business to reduce carbon emissions, improve social and environmental performance, and create audit-ready reports to run the best sustainability programs.

What you will do

• Accompany customers during the Onboarding on the tool and be the primary point of contact throughout the customer lifetime.
• Educate customers and connect them with resources needed to achieve product use success.
• Analyze customer data to identify usage trends and patterns and develop strategies to improve customer satisfaction and retention.
• Proactively identify areas for improvement in our customer support processes.
• Work closely together with the Implementation and Sales teams to create a seamless experience for our customers.

Requirements

• 3+ years of experience in customer success, account management, business development or a related field.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills and ability to connect the dots
• Knowledge of CRM tools and customer success platforms, Intercom is a plus
• Experience working in a SaaS company ideally in the B2B Enterprise space is a plus
• Experience and understanding of the ESG/Sustainability industry

Culture & Benefits

• Joining an exciting young business that has the humble ambition to change the world.
• Hybrid work model allows us to balance our personal and professional lives while staying connected and engaged with colleagues and clients.
• We’re big believers in creating successful businesses that are good for everyone, including society and the planet.