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Customer Success Strategy
hace 4 meses
Make is the leading visual platform for anyone to design, build, and automate anything—from tasks and workflows to apps and systems—without the need for coding skills. We are headquartered in the flourishing tech hub of Prague, Czech Republic, and our teams are spread across the USA, UK, Germany, France, Canada, India and Chile, among other locations.
We are seeking a dynamic and experienced Customer Success Strategy and Operations Manager to join our team. In this role, you will be responsible for driving the strategy, operational efficiency, and success of our customer success initiatives. You will work closely with cross-functional teams to ensure our customers achieve their desired outcomes and derive maximum value from our SaaS solutions.
Key Responsibilities:
Strategic Planning and Execution
- Develop and implement customer success strategies that drive retention, expansion, and customer satisfaction
- Align customer success objectives with broader company goals and ensure seamless execution
Operational Excellence
- Design and optimize customer success processes and workflows to enhance efficiency and effectiveness
- Monitor key performance indicators (KPIs) and metrics to identify areas for improvement and implement data-driven strategies
Methodology and Customer Assets
- Enhance and develop customer success methodology
- Implement strategies to mitigate churn and increase customer retention rates
- Orchestrate design of internal and customer-facing assets
Reporting and Analytics
- Develop and maintain dashboards and reports to track customer success metrics and outcomes
- Collect and analyze customer feedback to identify trends, pain points, and opportunities for improvement
- Present insights and recommendations to senior leadership to inform strategic decisions
Team Onboarding and Enablement
- Define and execute onboarding and enablement plan for customer success team
- Ensure available resources are leveraged to the fullest extent
Cross-functional Collaboration
- Collaborate with sales, product, marketing, and support teams to align customer success strategies with overall business objectives
- Serve as the voice of the customer in cross-functional meetings to ensure customer needs are prioritized
Qualifications:
- Bachelor's or Master's degree in Business, IT, or a related field
- 3+ years of experience in customer success, strategy, or operations roles within a SaaS or technology company
- Proven track record of developing and implementing successful customer success strategies
- Strong analytical skills with the ability to leverage data to drive decisions
- Exceptional communication and interpersonal skills
- Proficiency with customer success platforms (e.g., Gainsight, ChurnZero) and CRM systems (e.g., Salesforce) a plus
- Ability to thrive in a fast-paced, dynamic environment
What we offer:
- RSUs grant in a rapidly growing company raising its value every day
- Multinational team with 40+ nationalities creating the future of automation
- Learning & Development plan
- 25 days of vacation, 24th&31st Dec company holiday
- RSUs grant for a newborn child
- Gym pass
- Meal and transportation tickets, medical insurance
- family leave program, offering 24 weeks of paid leave for main carers and12 weeks for supporting carers
- Carers leave programs for supporting
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What we stand for:
We roll together - We embrace different ideas to grow together and create powerful solutions.
Customer impact first - We empower our customers to succeed, aiming for sustainable impact.
Game on - We're explorers at heart: play is our fuel and creativity has no limits.
For more, feel free to check out our Life at Make Instagram ) , Meet-up page ) , or YouTube ) to get a sense of the vibe.
Make is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment and equal opportunity in all aspects of employment. We will not tolerate any unlawful discrimination or harassment of any kind. We make all employment decisions without regard to race/ethnicity, color, sex, pregnancy, age, sexual orientation, gender identity or expression, transgender status, national origin, citizenship status, religion, physical or mental disability, veteran status, or any other factor protected by applicable anti-discrimination laws. As a US federal contractor, we are committed to the principles of affirmative action in accordance with applicable laws and regulations. Different makes us better.
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