Customer Success Manager

4 weeks ago

Canada Liven Pty Full time

At gaiia, we're building the leading platform for Communications Service Providers (CSPs) that truly care about their customers. Our core product is an operating system (OS) for telcos that manages billing, operations, automation and everything in between.

We're passionate about taking care of our people, and it's not just lip service. We want you to focus on your job while we care for everything else. We offer competitive pay and benefits, unlimited vacation, attractive stock options, unparalleled transparency, and a 100% remote environment. We're excited to have you join us for your next career adventure

About the role

We are an early stage startup that has raised $13M in seed funding led by Y Combinator and Kima Ventures. We are looking for a Customer Success Manager to join our team. This individual will contribute to all aspects of Customer Success, ensuring customers achieve their desired outcomes and maximize the value of gaiia, resulting in long-term satisfaction, retention, and advocacy.

We are seeking an experienced Customer Success Manager to join our growing Customer Success team and ensure all of our customers are raving fans . Working together with the Head of Customer Success and our Customer Success Specialist, you will be responsible for helping our customers get the most out of gaiia by providing pre- and post-implementation support, proactively identifying opportunities to provide resources and training, and building strong relationships with key stakeholders.

What you'll do

  • Customer Advocacy and Relationships:
    • Host regular meetings with customers to ensure satisfaction and maximum value add from the product.
    • Build strong and trusted relationships with key stakeholders in client organizations, including C-level executives and decision-makers.
    • Act as a customer advocate within the company, ensuring that customer feedback and needs are effectively communicated to product and engineering teams.
  • Customer Onboarding and Implementation:
    • Oversee customer implementation processes to ensure successful migration, user training, and customer relationship-building.
    • Provide customized training to customers on each of gaiia’s product modules.
    • Collaborate with engineering and product to manage customer feature requests and go-live requirements
  • Customer-Facing Documentation:
    • Develop and maintain comprehensive customer-facing documentation, including knowledge base articles, videos, FAQs, and user guides.
    • Ensure that the documentation is up-to-date, accessible, and valuable for customers, reducing the need for repetitive support inquiries.
  • Technical Support:
    • Provide technical support and guidance to customers, addressing their inquiries and issues related to our operating system.
    • Collaborate with the technical team to escalate and resolve complex technical challenges faced by customers.
  • Community Building & Enablement.
    • Develop and nurture community of current customers and future prospects, with a focus on connecting likeminded people and building gaiia’s ecosystem
    • Create a space for sharing of best practices, thought leadership, and business insights that enrich the ISP community and promote gaiia’s customer-centric philosophy.

Must-Haves

  • Previous experience in a Customer Success, Sales or Account Management role.
  • Strong commitment to customer satisfaction and the ability to maintain strong customer relationships.
  • Excellent communication skills—you’ll need to effectively engage customers and build strong rapport as the relationship owner for several customer accounts, and communicate directly with internal product and engineering teams.
  • Teamwork spirit and effective collaboration skills with various stakeholders.
  • Ability to manage multiple accounts and balance various tasks effectively.
  • Interest in modern telecommunications challenges.
  • Ability to understand and articulate technological challenges and decisions.
Qualifications
  • At least 2+ years in a Customer Success role.
  • Experience with B2B software.
  • Experience with Customer Support tools (Zendesk, Intercom, etc.)
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