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Customer Success Manager
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About Laagencia
Laagencia is a leading provider of innovative solutions for businesses, dedicated to delivering exceptional customer experiences and driving growth through strategic partnerships.
Job Summary
We are seeking a highly skilled and motivated Customer Success Manager to join our team. As a key member of our customer-facing team, you will be responsible for coordinating successful customer onboarding, training, and ongoing relationships to ensure long-term satisfaction, retention, and growth.
Key Responsibilities
- Remain in constant contact with customers to evaluate satisfaction and proactively identify upcoming needs, including identifying expansion of our product offerings.
- Provide an excellent customer experience for all accounts, by anticipating and resolving customer issues and maintaining customer accounts/systems in a manner that exceeds customer expectations.
- Coordinate with technical personnel as needed to meet customer needs, while managing customer expectations to prevent overload or missed deadlines.
- Provide customer feedback on solutions to assist in continuous improvement of our products.
- Ability to successfully manage multiple clients and products in an organized and meticulous manner.
- Ability to step in and assist with Director, Customer Success responsibilities when needed to assist the team and to report up to the management.
- Act as liaison between multiple internal teams (services, sales operations, marketing, and sales).
- Assist in coaching, mentoring, and talent development of the broader Customer Success team.
Required Experience/Skills
- Experience in account management, sales, or technical project management.
- Track record of over-achieving quota.
- A passion for collaboration and a deep understanding of the technology involved in SaaS.
- Excellent Project Management expertise and experience.
- Outstanding communication skills, both written and verbal.
- Strong Presentation skills and experience working with C-Level Executives and Directors.
- Strong technical focus and detailed knowledge of Microsoft Office Applications.
- Superb personal organizational skills to ensure all client commitments are met.
- Customer focused. Able to deliver extremely high levels of customer satisfaction.
- Able to perform well in the face of tight deadlines and tough technical and organizational challenges.
- Reasonable travel is required.
