Customer Success Manager

Summary

Wing Assistant is seeking a Customer Success Manager to ensure customers have a seamless experience with its product. The role owns onboarding, configuration, adoption, retention, renewals, troubleshooting, and expansion opportunities while collaborating with stakeholders and integration engineers.

Responsibilities

• Own the customer journey post-signing, including onboarding, configuration, and adoption
• Identify and close expansion opportunities within existing customer accounts
• Proactively manage customer issues, ensuring resolution on the same day they arise
• Conduct regular follow-ups and updates with customers to keep them informed of progress and solutions
• Utilize accelerated ramping timelines for customer go-lives, ensuring independent operations by Day 7
• Collaborate with integration engineers for any custom API or integration needs while maintaining customer focus
• Track open items and ensure timely follow-through to drive customer success
• Provide hands-on support for configuration and troubleshooting tasks as needed

Skills

• Proven experience in customer success, account management, or a similar role
• Exceptional interpersonal and communication skills, both verbal and written
• Strong problem-solving abilities and a proactive approach to customer issues
• Commercial acumen to identify expansion opportunities and drive revenue growth
• Ability to work independently and manage multiple customer accounts effectively
• Familiarity with customer relationship management (CRM) tools and support software
• Understanding of technical concepts related to software configuration and troubleshooting
• A self-starter with a strong sense of urgency and commitment to customer success
• Experience with SaaS products and customer success metrics
• Knowledge of customer onboarding best practices
• Familiarity with API integrations and technical documentation
• Previous experience in a remote working environment
• Industry-specific knowledge relevant to our product offerings

Qualifications

Must Haves

• Proven experience in customer success, account management, or a similar role
• Exceptional interpersonal and communication skills, both verbal and written
• Strong problem-solving abilities and a proactive approach to customer issues
• Commercial acumen to identify expansion opportunities and drive revenue growth
• Ability to work independently and manage multiple customer accounts effectively
• Familiarity with customer relationship management (CRM) tools and support software
• Understanding of technical concepts related to software configuration and troubleshooting
• A self-starter with a strong sense of urgency and commitment to customer success

Nice to Haves

• Experience with SaaS products and customer success metrics
• Knowledge of customer onboarding best practices
• Familiarity with API integrations and technical documentation
• Previous experience in a remote working environment
• Industry-specific knowledge relevant to our product offerings

Benefits

• Fully remote work environment with the flexibility to work from anywhere in the US.
• Opportunities for professional development and growth within the company.
• Collaboration with a dedicated and passionate team focused on customer success.
• Access to the latest tools and technologies to support your work.
• Engaging company culture that values innovation and teamwork.