Customer Success Manager at Hello Tractor

Job Summary

• The Customer Success Manager will be responsible for leading our customer success team.
• You will also be responsible for creating the best experience for our customers.
• You must be a highly effective communicator who is organized, efficient, and adaptable.
• You’ll be in constant communication with our customers, beginning with understanding their needs.
• You will be part of a high performance and quickly growing team at Hello Tractor that is making it easier for tractors to reach farmers in need of mechanization services.
• You must possess enthusiasm, a strong work ethic, and be a team player.
• The ideal candidate will be as passionate about Hello Tractor as they are about providing an exceptional experience for every customer and are motivated by shared success.
• We’re looking for a driven, innovative CSM who is interested in using their customer relationship management and strategic leadership skills to help us achieve our goal of being a trusted and valued partner for our customers.

Responsibilities
The Customer Success Manager will be responsible for:

• Designing, developing and deploying customer success strategies to retain customers
• Building and operating processes to streamline and strengthen communication with customers
• Providing day-to-day management of customer issues and questions
• Working closely with the Sales and Marketing teams to grow new business and drive in-account expansion
• Working closely with Product and Engineering teams to identify opportunities for future product functionality and provide insight on customer experience
• Partnering with Sales and Marketing to ensure the appropriate onboarding and training plans and ensure they are communicated effectively to prospects

Additionally, the Customer Success Manager should be able to:

• Define processes and KPIs to ensure process adherence
• Define Customer Success Management metrics and process for strategic accounts
• Surpass targets and drive team performance
• Tackle multiple accounts
• Create customer training plan and templates
• Prioritize customer needs based on resource availability and importance

Skills and Qualifications

• At least 3-5 years' experience leading customer service teams
• Superb communicator
• Hard worker
• Team player
• Very organized and detail-oriented
• Experience managing a team.