Customer Success Manager

28th September 2022
Vandu Worldwide

Our client is an Eco-Friendly Wastewater Intelligence SaaS Startup.

Its mission is to make a positive impact on people’s lives and the environment by preserving one of the most important resources in the world: water. The wastewater intelligence platform is designed to help water utilities & health departments effectively manage their wastewater quality, efficiency of utilities, environmental health and sustainable ways of life through artificial intelligence and real time data analytics with clear insights. The solution enables to detect events in the network, track the source and make an impact on the wastewater network showcased in a dashboard in real-time.

The company is looking for an exceptional Customer Success Manager who will drive the customer journey and act as a trusted advisor to US based clients. You will communicate the voice of the customer internally, to ensure an excellent customer experience, develop an in-depth understanding of customer needs and foster the company’s champions and evangelists.

The ideal candidate is an experienced “High Touch” CSM, who used to work closely with a relatively small number of customers and give them full attention.

 

Responsibilities

  • Work closely with customers during onboarding
  • Deliver water quality insights to drive value with their products.
  • Communicate the voice of the customer internally to other departments, to ensure delivery of excellent customer experience
  • Develop in-depth understanding of customer needs
  • Support customers throughout their journey
  • Communicate progress around quarterly targets to executives
  • Prepare case studies and references, manage escalations, and conduct regular status calls
  • Collaborate with the US sales team to identify expansion opportunities, achieve targets for renewal, and to drive customer satisfaction (including NPS)

 

Requirements

  • Relevant experience as CSM in a SaaS company
  • Strong experience with Customer Success best practices
  • A proven track record around successfully achieving customer goals, driving customer satisfaction, increasing customer retention, and solving customer issues
  • Strong analytical skills with the ability to translate data into insights
  • Strong interpersonal and relationship building skills
  • Independent and highly self-motivated with a hunger to continually learn and grow
  • Flexible and eager to work in a fast-growing team and multi-tasking environment
  • Ability to collaborate cross functionally with various teams inside the company, clients, and vendors.
  • Solid organizational and presentation skills
  • Background in the digital water industry and/or wastewater conversion is a bonus
  • A Bachelor’s degree in environmental studies or geoscience is a plus