Customer Success Lead
7 days ago
Merlin International, Inc. is seeking an experienced Customer Success Lead to join our team.
Job SummaryWe are looking for a proactive and customer-centric professional with at least two years of experience in customer success or a related field to ensure the long-term success and satisfaction of our customers.
Key Responsibilities:- Build and maintain strong relationships with customers, acting as their trusted advisor and point of contact for all their needs.
- Proactively monitor customer health and engagement, identifying and addressing potential issues to ensure high retention and satisfaction rates.
- Act as the voice of the customer within the organization, providing feedback to product, sales, and support teams to improve customer experience and drive product enhancements.
- Help customers achieve their desired outcomes by understanding their business objectives and providing tailored guidance on best practices and product usage.
- Partner with the sales team to drive renewals and identify opportunities for account expansion, upselling, and cross-selling.
- Track and report on customer success metrics, including adoption, usage, satisfaction, and retention rates.
- Continuously improve customer success processes and workflows to deliver a seamless and efficient customer experience.
- Experience: Minimum of 2 years of experience in a customer success, account management, or customer support role, preferably in a SaaS or technology environment.
- Candidate must have excellent verbal and written communication skills, with the ability to present complex information clearly and effectively.
- Demonstrated ability to build strong relationships with customers and deliver exceptional customer service.
- Strong problem-solving skills with a proactive approach to addressing customer needs and challenges.
- Comfortable using CRM software (e.g., Salesforce, HubSpot) and other customer success tools (e.g., Gainsight, ChurnZero) to manage and analyze customer data.
- Ability to work collaboratively across teams and departments to achieve customer success goals.
- Competitive salary ($95,000 - $125,000 per year)
- Comprehensive health, dental, and vision insurance
- 401(k) with company match
- Paid time off and holidays
- Professional development and growth opportunities
- Flexible work arrangements
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