Beta
NextResu.me
Upload a resume screenshot or PDF/Word file.
File size can not exceed 5M
Resume optimization.
The first 1,000 reservations can experience for free.
✔ subscribed
Job information
WHO WE ARE Digify is a trusted global provider of cloud-based document security and data room software. Our platform empowers customers to control, protect, and track important documents after sharing them, ensuring confidentiality for fundraising, due diligence, securing intellectual property, and safeguarding sensitive communications. Digify is trusted by more than 500,000 professionals globally.THE ROLELOCATION: SINGAPORE OR WILLING TO RELOCATEAs the Senior Customer Success Manager at Digify, you will be responsible for overseeing all core post-sale functions, including onboarding, support, account management, retention, and expansion. Your focus will be on reducing time-to-value and improving customer satisfaction while driving adoption and customer expansion. You will manage a book of business, and collaborate with other department leaders to optimize customer success processes.This role requires flexibility working outside the usual working hours, as our global, distributed team serves customers across all continents.WHAT YOU WILL BE DOING: Depending on your experience, you may lead a small team of Customer Success Managers (CSMs). If so, you will be required to lead team meetings and training sessions to foster skill development and knowledge sharing. Measurably reduce time to value and time to launch through improvements in onboarding processes. Measure and increase customer satisfaction and Net Promoter Score (NPS) at different points in the customer lifecycle. Sustainably increase usage and adoption of our product among customers. Consistently sell customers on expansions to longer-term deals. Facilitate referral and reference programs to drive customer advocacy. Improve internal processes and collaboration between Customer Success, Sales, Product, and Engineering teams. Manage a book of business, including an onboarding pipeline for new accounts. Handle retention and renewals, acting as a point of escalation for at-risk customers. Proactively track account health metrics, including NPS and usage, to identify and mitigate retention risks. Onboard new hires and ensure high employee satisfaction and productivity. Conduct shadow calls with CSMs to provide real-time guidance and support. Implement and manage new Customer Success systems and tools to facilitate scale. Collaborate with the Product and Engineering teams to incorporate customer feedback into the product roadmap and drive prompt resolutions on priority issues. RequirementsWHAT YOU NEED TO HAVE: 5+ years of experience, preferably leading a Customer Success function with direct reports. Experience in a fast-paced, B2B startup environment. Proficiency in handling Customer Success KPIs. A proven track record in sales, renewal, or upselling. Experience overseeing onboarding, account management, retention, and support processes. Ability to implement Customer Success tools and an operational infrastructure that enables scalability. Exceptional relationship-building skills and the ability to manage retention of high-value accounts. Capacity to communicate complex technical concepts in a simple manner to customers. Strong prioritization skills and the ability to effectively escalate issues when necessary, understanding their impact on the overall business. Project management abilities to handle multiple customer engagements while leading a team effectively.
Generate
Enter the job description and your resume,
To get your personalized interview questions
Remaining fish crackers: --
|
Login