Customer Success Manager

Responsibilities:

Customer Relationship Management:

• Build and maintain strong relationships with users of EasyWebinars webinar/virtual events software.
• Proactively engage with customers to understand their needs and ensure satisfaction throughout the customer journey.

Technical Support:

• Provide guidance and support to the team in addressing technical queries and resolving customer issues promptly.

Churn Management:

• Analyze churn metrics and develop strategies to reduce churn rate and increase customer retention.

Product Adoption and Upselling:

• Drive product adoption among customers and identify opportunities for upselling webinar/virtual events products and services.
• Collaborate with the sales team to maximize revenue from existing customer accounts.

Revenue Management:

• Monitor and track revenue metrics, identify trends, and implement strategies to drive revenue growth.

New User Acquisition:

• Actively seek opportunities to expand the user base of EasyWebinars webinar/virtual events software in the US, UK, and Australian markets.
• Collaborate with marketing and sales teams to execute targeted campaigns.

Product Knowledge:

• Stay updated with features, updates, and industry trends related to EasyWebinars webinar/virtual events solutions.
• Provide insights into customer needs and preferences to enhance product development.

Qualifications:

• Minimum of 5 years of experience in customer success, tech support, or a related field.
• Proven experience working with customers in the US, UK, or Australian markets.
• Strong team management and leadership skills.
• Ability to drive product adoption, reduce churn, and increase revenue.
• Experience working in US shift timings.
• Excellent communication and interpersonal skills.
• Familiarity with CRM software and support ticketing systems.