Customer Success Manager

Rewst provides workflow automation software for Managed Service Providers (MSPs). The Customer Success Manager builds customer relationships, supports onboarding and product adoption, and helps drive customer satisfaction, retention, and growth.

Responsibilities:

• Develop and maintain strong relationships with a portfolio of assigned customers, serving as the primary point of contact for their success-related needs
• Understand customer goals, objectives, and desired outcomes to align with our products and services, ensuring maximum value realization
• Actively engage with customers through regular communication, including onboarding, check-ins, and business reviews, to understand their challenges and provide solutions
• Serve as a customer advocate within the company, working closely with cross-functional teams (sales, product, and support) to resolve customer issues and address their needs effectively
• Identify expansion opportunities within the customer base by understanding their business requirements and promoting relevant product offerings
• Monitor customer health metrics, usage patterns, and customer feedback to proactively identify areas for improvement and address any potential risks or concerns
• Provide product training and support to customers, ensuring they have the knowledge and resources to fully utilize our solutions
• Stay up to date with industry trends, best practices, and new product features to effectively consult and educate customers on maximizing their ROI
• Collaborate with the sales team to support upselling and renewal activities, providing insights and recommendations based on customer usage and engagement
• Contribute to the continuous improvement of customer success strategies, processes, and resources to enhance overall customer experience
• Complete Rewst Foundations Certification or show comparable knowledge of the Rewst platform

Requirements:

• 3+ years of experience in a customer-facing role (Customer Success, Account Management, Support, or Onboarding) in a SaaS or MSP-related environment
• Bachelor's degree in business administration, computer science, or a related field. Relevant work experience will also be considered
• Proven experience in a customer-facing role, such as customer success, account management, or consulting
• Excellent interpersonal and communication skills, with the ability to build rapport and trust with diverse customer stakeholders
• Strong problem-solving and critical-thinking abilities, with the capacity to analyze complex situations and provide creative solutions
• Results-oriented mindset with a focus on driving customer satisfaction and achieving business goals
• Technical aptitude and the ability to quickly learn and understand complex software applications
• Self-motivated and proactive, with the ability to work independently and as part of a team in a fast-paced, startup environment
• Strong organizational and project management skills, with the ability to prioritize and manage multiple customer accounts simultaneously
• A passion for technology and a desire to stay abreast of industry trends and advancements
• preferably within a technology or SaaS company
• Familiarity with customer success platforms, CRM systems, and other relevant tools is a plus