Customer Success Manager - Scale (Bilingual English Speaker)

Responsibilities

• Drive product adoption and customer outcomes through 1:1 and 1:many channels including video calls, email engagement, and webinars.
• Support a range of digital touch points, aiming to bring customers to value in all stages of the customer lifecycle.
• Proactively engage customers to mitigate risk, promote renewal, and uncover expansion opportunities.
• Own timely escalation of customer and internal queries, understanding when to escalate vs when to problem solve/deep dive.
• Conduct effective and engaging customer calls and webinars.
• Manage and prioritize a high volume of daily tasks.
• Contribute to the design and continuous improvement of the Digital customer journey and customer communication strategies.
• Work with Renewals, Sales, Product, and CS to understand the obstacles of each customer segment: understand what makes a customer successful and scale the delivery to others.
• Monitor customer health indicators to identify engagement opportunities and risk signals.
• What Will You Bring

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