Customer Success Manager

Pathmonk is an employee-first company focused on enhancing customer experience through innovative AI tools. They are seeking a Customer Success Manager who will establish trusted relationships with clients, solve customer issues, and collaborate with cross-functional teams to drive customer satisfaction and success.

Responsibilities:

• 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

Requirements:

• 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
• SaaS customer success, account management or sales organization experience a benefit
• Proven track record of highly-professional customer service in a dynamic, start-up environment