Customer Success Manager (US-based clients)Customer Support
Full-Time
North America Only
2 days ago
DescriptionLocation: Europe/US remote. Form of employment: Contract of employment or B2B contract (self-employed). We are a fast-growing tech company created by experienced international talents. Our product is a top-rated online platform for small and medium businesses to grow sales through outstanding customer service. Our goal is to create a frictionless customer experience for individual users and, at the same time, help entrepreneurs worldwide grow their businesses by giving them access to a top-notch AI-driven tool. Working at Tidio means impacting thousands of companies and millions of their users. But our clients are not the only ones who can grow with us. By joining Tidio, you can grow, too! A few facts about us:
Our product is one of the world's leading AI customer service solutions, and our goal is to become no. 1.We are among the Top 50 AI and Customer Service Products in G2's Best Software Awards 2024.We currently rate at 4.7/5 in both Shopify and G2.The new Tidio AI feature (Lyro) answers up to 70% of customers' questions in seconds and is available to users even on a free plan. It's a real AI revolution!Every month, our widget is viewed by 350 million unique users, which is 4% of the global population.Currently, we hire over 170 fantastic people.In March 2022 we secured $25 mln in a Series B Investment round (read TechCrunch's article to learn more).In June 2023, our monthly MRR exceeded $1M.By joining Tidio as a Customer Success Manager, you will become a crucial member of our 4-international people team and help us drive adoption for our B2B customers located in North America who use Tidio. As the Customer Success Manager, you will: Build relationships with our top clients.Serve US-based clients with the availability for video calls in the PDT zone (9 AM to 5 PM).Identify client needs and deploy solutions.Conduct video training and showcase new features.Drive adoption of our product and encourage best practices.Identify opportunities for growth.Oversee a large book of business.Influence retention, expansion and churn rate for your clients.Create automation and flows within our success software that supports your efforts.Report on activities and results.Collect strategic feedback and share it internally.Create impactful emails and outreach campaigns for your book of business.You are the perfect fit if you have: Ability to cover PTD zone (9 AM to 5 PM) from Monday to Friday.English proficiency at C2 level or equivalent.At least 2 years of previous professional experience in a SaaS customer success role.Ability to build mutually beneficial relationships.Great understanding of how to use and teach others to use the software.Experience with customer success or sales tools (Gainsight, Totango, ChurnZero, Salesforce, Hubspot).A good understanding of industry-standard KPIs (churn rate, retention rate, net dollar retention).A good understanding of customer experience tools and the industry.We would like to offer you: A chance to work with one of the top products in the customer experience industry.Work with an experienced and international team that continually shares knowledge and is not afraid of testing new solutions.Great development opportunities – company-supported courses and conferences.Contract form according to your preferences (B2B or contract of employment).Remote-first work with flexible hours.26 days off guaranteed in a year.Possibility to work 100% remotely or book a Regus coworking space in your city.Individual work tools – Macbook Pro, Dell screen, JBL headphones? You can tailor the equipment to your needs.Sport & wellness benefit or its financial equivalent.Mental well-being program – individual therapy sessions and resources for employees.Free access to one of the most popular e-book/audiobook services.Regular integration events (company-wide meetings, team events).What happens when you send your CV? Video call with a recruiter about the position and the team.A recruitment assignment.Interview with the Hiring Manager and the recruiter.Offer and fireworks ;)Diversity Statement One of Tidio's core values is to play fair. Therefore, we treat all candidates equally. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. This means recruitment and selection of talent to Tidio is only based on individual merit and qualifications directly related to professional competence.
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