Establish a trusted relationship with Pathmonk’s clients
Solve customer issues by developing expertise in relevant product areas and by learning to troubleshoot a diverse range of customer issues
Engage 1:1 with customers during launch and with targeted customers to ensure adoption and mature use of Pathmonk
Provide fast, accurate and personalized communication to Pathmonk users through: email, zoom calls and live chat
Maintain our knowledge base to improve the accuracy of the support we provide to customers
Drive and lead the renewals process in collaboration with the sales team to preserve and enhance customer contracts and relationships
Partner with cross-functional team members to translate business needs and product requirements into new solutions for customers
Help drive customer references and case studies

2+ years relevant experience in customer success & support
Strong interpersonal skills quickly building customer relationships.
Enjoy teaching customers at all levels of technical proficiency
Great communicator, proficient in both verbal and written English/language and enjoy crafting clear and concise messages to customers
Solid understanding of SaaS applications
Creative problem solving under pressure when working through customer issues
Consistent track record of achieving personal and team goals.

Customer Success Manager

Key skills