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Customer Success Manager

Customer Success Team

We’re looking for a Customer Success Manager to help customers realise the value in their YC investment and own the customer journey.

You will have autonomy to make this role your own and drive customer growth, retention and above everything – deliver exceptional customer experiences.

A little about the role:

  • Driving increased value, retention, customer satisfaction, and ultimately expansion of the YC footprint across existing products, and a focus on our newest product
  • Acting as the voice of the customer and their trusted advisor to ensure they realise their investment
  • Building collaborative relationships internally across product, sales, engineering, data and marketing to facilitate an exceptional customer experience
  • Troubleshoot on issues and FAQs to support the customer experience
  • Identifying and interpreting key insights in customer data to conduct thorough routine analysis, reporting services and client feedback
  • Creating and maintaining the documentation around the team’s changing processes
  • Adopting new and existing tools, processes, and capabilities to improve the effectiveness and efficiency of the team, and better serve our customers
  • Helping deliver customer success strategies to help increase client engagement and satisfaction through the interactions of team members
  • Innovating, with the goal to simplify processes, in order to help the teams run more efficiently and increase client satisfaction

A little about you:

  • High level of empathy for the customer
  • Proven success in relationship management or account management with a preference for prior SaaS or scaled customer success or services experience
  • Proven track record in managing high performance teams
  • You are highly organised and can manage contending priorities at once
  • Strong problem-solving skills
  • Able to work with other functions to drive business goals and customer outcomes
  • Have a proven track record of delivering and implementing solutions
  • Flexible and adaptable mindset with desire to grow with us
  • Experience with one of the following: agile ways of working, project management, software/ tech industry
Join our Customer Success Team

Customer Success at Yellow Canary

Our customers are at the centre of everything that we do, and our Customer Success team embodies that value. They operate at the intersection of technology and customers, working closely with our Data and Engineering teams to help make wage compliance easy for the YC community. Our Customer Success team also drives our growth, building and maintaining our strategic relationships with our partners and driving new platform features and solutions.

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