Customer Success Manager

The productHeatseeker is a groundbreaking new way for businesses to make faster, data-driven decisions by delivering quick and easy A/B tests directly to your target market. We empower companies to optimise their product and marketing strategies with live market tests.It's not just an app, we are building an entirely new platform with many features planned! It is ideal for all businesses, small or enterprise as it enables them to validate their ideas faster with the benefit of saving time and money. It's so much more than just validation, they will prevent product failure, stay ahead of the competition and craft winning messages - all backed by data!Our CultureIf you're passionate about growth, you'll feel right at home at Heatseeker.We're a close-knit team building a world-class product we're proud of. Innovation, creativity, and design are at the heart of everything we do. We care deeply about our customers, constantly finding new ways to deliver better experiences. Using the latest in UI, UX, and AI, we're creating a platform that's not only powerful but also easy to use and great value.We're aiming to be a brand people love"”and that means putting the customer at the center of every decision.The role - Customer Success Manager (CSM)As a CSM at Heatseeker, you'll be the voice of our customers, ensuring they get the most out of our platform while driving satisfaction, retention, and growth. You'll guide them from onboarding to running successful experiments, uncovering opportunities to expand our partnership.ResponsibilitiesDeliver a "˜white glove' customer experience.Identify and address churn risks with senior management.Introduce new products and services to customers.Share expertise to support team learning and improvement.Analyze data to uncover insights and drive customer success.Manage customers through onboarding, growth, and retention.Develop and execute a customer success plan.Consult and train customers to maximize ROI.Build strong relationships to drive upsells and renewals.Maintain customer success targets through retention and lead generation.Oversee the customer renewal process.Optimize CRM/CSM tools to track KPIs and customer interactions.Provide reports on account growth, challenges, and escalations.Conduct presentations and demos to showcase Heatseeker's value.Collaborate closely with sales and other departments.Stay up to date on Heatseeker and industry developments.Travel to customer locations as needed.Work HoursMonday to Friday, 1:00 PM - 9:00 PM PSTQualifications and ExperienceExperience in customer success or account management in a software company.Marketing expertise, including growth hacking and digital marketing techniques.Excellent English communication skills (written and verbal).Highly driven, adaptable, and results-oriented.Strong conflict management and resolution skills.Passion for people and customer success, with a proactive mindset.Proven ability to meet targets in a solutions-based environment.Ability to simplify technical/business concepts for customers.Confidence, self-motivation, and a drive to succeed.Application ProcessTo apply for this role, in addition to completing your application here, send through your answers to the below questions to and attach your CV.Please note: Applicants that do not email the answers through will not be considered for the role.Question 1Tell us about a time you used data to uncover insights that helped a customer achieve better results. How did you analyze and present the data, and what impact did it have on their decision-making?Question 2Tell us about a time you helped a customer achieve success with a product or service. How did you identify their needs, what steps did you take to guide them, and what was the outcome?Let's find the heat!

Created: 2025-02-15