Customer Success Manager

Your Responsibilities

• Manage customer support requests and respond in a timely manner via email
• Conduct 1-st line demo calls for potential customers and provide product guidance
• Provide hands-on support and troubleshooting by handling technical customer queries, debugging issues, and guiding users through setup
• Independently solve client's requests and issues
• Engage proactively with customers by assisting with onboarding, user adoption, and retention strategies to ensure they get the most value from the product
• Ensure all issues are properly logged
• Prioritize and manage multiple open issues simultaneously
• If necessary, initiate collaboration with the Product Owner or Development Team to find possible answers and/or workarounds to suggest to customers
• Maintain a high-quality support service by actively contributing to the improvement of established processes
• Contribute to the development and maintenance of our knowledge base by creating and updating support articles and documentation

Requirements

• 2+ years of experience in technical/product support for SaaS product
• Advanced English skills, both written and spoken
• Ability to investigate, reproduce issues, and dive deep into the product
• Strong analytical thinking with an understanding of customer needs and data challenges to offer the best solutions
• Ability to proactively guide customers toward data-driven success
• Willingness to conduct independent investigations to determine the root causes of problems
• Excellent communication and presentation skills
• Experience working with support ticket management software (e.g., Help Scout, Zendesk) or other
• Strong ability to multitask and prioritize effectively
• Attention to details

Will be a plus

• Experience using CRM systems and task management tools
• Knowledge of data analytics and reporting tools, such as Google Sheets, Looker Studio, Power BI, or other BI tools
• Familiarity with Coupler.io or similar platforms
• Background in working with data or analytics-related roles
• Bachelor’s or Master’s degree in a tech field

Benefits and Perks

• Competitive compensation
• Growth opportunities
• Remote and flexible schedule
• Smart Expense policy
• Secure hardware and equipment
• 34 Paid days off
• Regular online and offline gatherings