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Customer Success Manager
hace 2 semanas
We are building the future of boating at Orca. Our mission is to deliver a modern navigation system for sailors and cruisers, making boating safer, easier, and more enjoyable.
This role is a hybrid/on-premise position based in our Madrid office. We're looking for a motivated and customer-centric professional to join our team and ensure that our customers thrive with our solutions.
Main Responsibilities:- Guide new customers through the onboarding process to ensure a smooth transition and adoption of our product.
- Develop and implement customer success plans tailored to individual needs.
- Act as the primary point of contact for a portfolio of customers, building strong, long-term relationships.
- Regularly check in with customers to understand their goals, challenges, and opportunities.
- Proactively address customer concerns and troubleshoot issues, collaborating with internal teams to ensure timely resolutions.
- Advocate for customers by providing feedback to product and development teams.
- Develop and maintain knowledge base articles, tutorials, and FAQs to empower customers to self-serve effectively.
- Monitor key metrics like usage, engagement, and satisfaction to identify opportunities for upselling or renewal.
- Drive adoption of product features to ensure customers achieve maximum value.
- Satisfaction: Net Promoter Score (NPS) and customer satisfaction surveys.
- Adoption: Increased adoption of key features or solutions.
- Retention: Customer retention and churn rates.
- Conversion: Growth in revenue from renewals and upsells.
