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Customer Success Lead

Position Overview:

The Customer Success Manager at Move Work Forward is a pivotal role responsible for helping our customers and our company grow. This role involves owning and shaping the Customer Success strategy, managing support and account management processes, and owning our support channels. The ideal candidate will demonstrate a strong background in Customer Success/Support/Account Management roles.

Responsibilities:

Onboarding and Training:

  • Lead the onboarding process for new customers, ensuring a smooth and positive experience.
  • Provide training sessions to clients on product features, functionality, and best practices.
  • Create and maintain guides, videos and other materials to scale our support activities.

Relationship Management:

  • Develop and nurture strong relationships with key stakeholders within client organizations.
  • Act as the main point of contact for customer inquiries, concerns, and escalations.

Customer Advocacy:

  • Advocate for customers within the company, conveying their needs and feedback to relevant teams.
  • Collaborate with sales and product teams to identify upsell and cross-sell opportunities.

Retention Strategies:

  • Develop and implement strategies to ensure high customer retention rates.
  • Monitor customer health metrics and proactively address issues to prevent churn.

Product Knowledge:

  • Maintain a deep understanding of our products or services to effectively support and guide customers.
  • Stay informed about product updates and communicate relevant information to clients.

Customer Feedback and Analysis:

  • Gather customer feedback through surveys, interviews, and other channels.
  • Analyze feedback to identify trends and areas for improvement in our products or services.

Metrics and Reporting:

  • Establish key performance indicators (KPIs) to measure customer success and satisfaction.
  • Provide regular reports to management on customer success metrics and initiatives.

Qualifications:

  • Proven experience in customer success, account management, or a similar role.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and strategic thinking abilities.
  • Ability to build rapport and trust with clients.
  • Technical background is a must.
  • Familiarity with customer success tools and CRM systems.

If you have a passion for ensuring the highest quality of written content, a meticulous eye for detail, and the ability to work collaboratively in a fast-paced environment, we invite you to apply for the position of Customer Success Lead with our team. Join us to help companies like Apple, Microsoft, NASA and thousands of other to be successful.

Apply now via email
Please send your CV here:
careers@moveworkforward.com
Apply now via email
Please send your CV here:
careers@moveworkforward.com

How we work

100% Remote
We’re a remote-only, diverse team of curious, ambitious and humble individuals. Our mission is to empower everyone to have more transparency and productivity at work.
Collaboration
Great products are never created from thin air. The secret to creating great products is collaboration in working together as a team. Great products are created by a team and we help teams move work forward together.
Think Big
Our products help teams and individuals to better understand what is going, adds clarity and visibility on work the team is doing. This helps our customers understand their customers, and therefore they build better products as a result.
Culture & Values
Customer Obsession, Ownership, Think Big, Bias for Action, Frugality and Deliver Results. We live them daily.
Security is a top priority

Data Privacy

We prioritize customer data privacy with GDPR-compliant data collection and processing.

SOC 2 Type II Certified
We ensure that our systems, processes, and controls meet specific trust service criteria.
Secure Development
We employ end to end vulnerability checks during our coding and development process.
Infrastructure Access
We use multi-factor authentication and restrict access based on team’s needs.
Learn more
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