Customer Success Manager

Job description

We are currently seeking a passionate and organized
Customer Success Manager

to join our global team. This is a remote position for candidates based in Europe.

About Ciloo

Ciloo is on a mission to disrupt how global enterprises manage internal eCommerce. Emphasizing sustainability, we help our customers cut transportation by up to 90% and production volumes by 50% for the products we offer. The platform enables our customers to become more efficient and sustainable by offering a global one-stop eCommerce platform for all products used in marketing, sales, employer branding, corporate branding, and much more. The platform boasts local, on-demand production worldwide, significantly reducing shipping distances and volumes. In short, we enable our customers to manage branded products faster, cheaper and with less environmental impact. As a company, we work in a highly collaborative environment, 100% remote and async with people working from around the world. 56% of our employees are female, and we also have a 50/50 split in the leadership team. We find inspiration and motivation from collaborating with customers, partners, and colleagues from different cultures and countries all over the world. 

Customer Success in Ciloo

​​Customer Success is vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service and continue to purchase on a recurring basis. As such, we need a manager to own driving success for our customers. This role includes responsibilities for a broad range of Customer Success activities (on-boarding, support, services, adoption, advocacy, retention, + more).

Responsibilities

• Function as the customer advocate and provide internal feedback on how we can better serve our enterprise customers
• Manage all post-sales activity for customers through strong relationship-building, product knowledge, planning, and execution
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
• Ensure that a plan is in place with each customer for deployment, change management, and adoption programs
• Increase customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes
• Track accounts to identify churn risk and work actively to eliminate that risk
• Partner with Sales and Professional Services to develop a plan for making our product a part of each customer's core architecture
• Simultaneously manage multiple customers who are at different points on the account lifecycle
• Identify opportunities to develop new training materials designed to ensure successful customer onboarding, support business-wide adoption, and deepen Airtable proficiency
• Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas

Role-Specific Competencies

• 4+ years experience in customer-facing organizations
• 2 years proven experience in project management
• Ability to manage influence through persuasion, negotiation, and consensus-building
• Ideally, a combined background of post-sale and sales experience
• You have a track record of delivering value to complex enterprise customers with large employee bases
• Strong empathy for customers AND passion for revenue and growth
• Exceptional communication skills at all levels. High proficiency in written and spoken English
• Ability to prioritize tasks and manage time effectively.
• Self-motivated and proactive, with a flexible and adaptable approach.
• Detail-oriented, efficient, and honest with high integrity.
• Calm under pressure, with strong listening skills.
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative with the ability to inspire others
• Excellent team player who is solution-driven, not problem-driven.

More on Ciloo's values and ways of working

• How we work
• Ciloo culture