Customer Support Success Manager
Customer Support Success Manager
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Job Description
As a member of the Customer Success & Product Education team the Customer Success Manager plays a vital role in delivering exceptional client support and ensuring smooth resolution of productrelated issues. Acting as the bridge between clientfacing teams clients and the product/tech teams the CSM is responsible for resolving bugs managing client support & product inquiries and contributing to improving client satisfaction and internal processes.
Key Responsibilities
Primary Responsibilities (DaytoDay Area of Focus)
Bug Resolution and Management
Serve as the primary point of contact for bug resolution including:
Receiving information from Account Executives (AEs) and Account Managers (AMs).
Resolving bugs where possible escalating to product/tech teams as needed and following up to ensure timely resolution.
Fully closing the loop with clients by providing clear updates and final resolutions.
Client Support and Backend Administration
Handle client administration product support and backend tasks including:
Collecting details from clientfacing teams and treating them as if directly received from clients.
Managing support inquiries via Intercom and via Support mail tagging cateagorizing and prioritizing issues.
Monitoring and addressing other inquiries as delegated.
Maintain a diligent record of all bugs and issues reported ensuring transparency and traceability.
Secondary Responsibilities
Client Platform Training
Occasionally assist with client onboardings (to be defined further)
Occasionally lead or support AMs in featurefocus sessions for clients
Knowledge Base and Resources
Track new FAQs to add and identify resource gaps in Intercom Knowledge Base based on recent client issues or bugs.
Assist in creating educational materials resources and marketing content in collaboration with Head of CS
Client Communication and Feedback
Help to maintain a weekly recap document for AMs summarizing activity from Intercom and inquiries.
Support NPS/client satisfaction survey initiatives including outreach feedback tracking and followups.
Required Experience:
Manager
Employment Type
Full-Time
