The Customer Success Manager, reporting to the Customer Service
Manager, focuses on assisting the Customer Service Manager in
ensuring customer satisfaction and happiness. The role emphasizes
proactive engagement, problem resolution, and supporting the
broader goals of the customer service team.
Responsibilities:
1. Support for Customer Service Manager
2. Proactive Customer Engagement
3. Customer Journey Oversight
4. Customer Advocacy
5. Retention & Relationship Building
6. Customer Success Metrics
Tasks and Activities:
Support for Customer Service Manager
• Assist the Customer Service Manager in monitoring and improving customer service operations.
• Provide insights and reports on customer feedback, satisfaction metrics, and areas for improvement.
Proactive Customer Engagement
• Regularly connect with customers to gather feedback, identify concerns, and address potential issues before they escalate.
• Support initiatives that enhance customer happiness and loyalty.
Customer Advocacy
• Act as the voice of the customer within the organization, sharing insights and feedback with internal teams.
• Collaborate with the Customer Service Manager to implement solutions based on customer needs and preferences.
Retention & Relationship Building
• Build strong relationships with customers to foster trust and long-term engagement.
• Support the Customer Service Manager in implementing strategies to enhance customer retention.
Customer Success Metrics
• Track and analyze metrics such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) to measure success.
• Identify trends and develop strategies to improve customer outcomes based on these metrics.
Measurement Metrics
• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• Customer Effort Score (CES)
• Customer Health Score (CHS)
