Customer Success Manager
What You’ll Do
- End-to-End Account Ownership: Take full ownership of a portfolio of new SMB accounts, onboarding them with professionalism and care, and ensuring a seamless start to their journey.
- Customer Onboarding & Adoption: Perform training sessions, implementation, and deployment for new customers, tailoring the process to their specific business needs. Work proactively to increase customer adoption and usage, ensuring customers see tangible value in WaveBL.
- Customer Journey Advancement: Prioritize and guide accounts through the customer journey to maximize their engagement and long-term retention.
- Build Long-Term Relationships: Lay the foundation for strong, trust-based relationships with customers that align with WaveBL’s value proposition and business strategy.
- Value Communication: Educate customers on new features, use cases, and best practices to ensure they extract maximum value from the platform.
- Operational Coordination: Monitor and support all operational activities related to your accounts, ensuring customer needs are addressed promptly and effectively.
- Data-Driven Management: Utilize CRM tools (e.g., Salesforce) to track customer activity, document findings, and manage follow-ups with precision and efficiency.
- Collaborative Problem-Solving: Work cross-functionally with internal teams to address customer challenges, removing roadblocks and driving customer success.
Requirements and Skills:
- Customer-Obsessive: 3–4 years of experience in customer service, customer training, or customer technical support roles, ideally within a SaaS environment.
- Portuguese Fluency: Excellent verbal and written communication skills in Portuguese and English. Additional languages such as Spanish or Italian are a strong advantage.
- Proven Customer Relationship Skills: Skilled at building trust with SMB customers.
- Technical and Business Understanding.
- Ability to explain technical concepts in simple terms.
- Process-Oriented Mindset: Capable of following and improving structured customer processes while exercising sound judgment and flexibility.
- Proactive and Independent: Self-starter who can work independently in Israel, representing Customer Success locally while collaborating with global teams.
- Resourceful and creative in finding solutions, learning new domains, and driving results autonomously.
- Industry Knowledge (Advantage): Familiarity with the Supply Chain, Shipping, or International Trade industries.