Customer Success Executive
A unique opportunity to join an exciting start up organisation that is creating a new era of spend management and control platforms to revolutionise the way businesses think about spend, employee efficiency and autonomy.
The Soldo CSM will lead customer success initiatives, keep the company focused on customer outcomes and play a central role in directing the future of the product.
What You’ll Do
At Soldo, the customer success manager will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product road map. They’ll be involved in all aspects of support, account management, demonstrating the product, educating customers and more. All team members look to customer success for input across all key decisions.
Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather other feedback via Intercom and direct calls.
Represent the voice of the customer to provide input into every core product, marketing and sales process
Collaborate closely with team members support renewals and expansion opportunities
Serve as the primary contact for the onboarding of new customers, the training of end users, as well as post go-live support
Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers
Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
Being the main point of contact between the current customer base and help sales focus on new use cases and pipeline generation