Customer Success Manager

About EdgeTier:
At EdgeTier, we help customer care teams by seamlessly blending AI, automation and people. Our award-winning technology helps some of the most innovative companies in the world to deliver better quality customer service and to understand their customers better.
We have a huge opportunity to seize. We hope that you can help us get there.

We're on a mission to empower our customers with innovative solutions and unparalleled support. As a Customer Success Manager, you'll play a pivotal role in nurturing and expanding our relationships with valued clients, delivering top-tier service at every step of their journey.

What you'll be doing:

• Champion product adoption. Drive the seamless integration and utilization of our solutions within our customer base, ensuring they derive maximum value from our offerings.

• Forge trusted relationships. Cultivate strong, trust-based connections with key stakeholders, acting as a dedicated partner in their success.

• Monitor and enhance usage. Proactively monitor usage patterns and identify potential renewal risks, while promoting increased adoption and expansion opportunities.

• Address customer needs. Listen attentively to our clients' pain points and collaborate internally to develop tailored solutions that address their specific challenges.

• Collaborate for success. Work closely with our Sales, Product, and Backend teams to align efforts and deliver on our promise of exceptional customer ROI.

• Develop domain expertise. Continuously develop knowledge in the call-centre industry, including trends, technology, and developing innovations.

What you'll bring:

• Bachelor's degree in a relevant field, demonstrating a solid foundation for understanding our customers' needs, or equivalent experience in a similar role.

• 2 years of experience in customer success, account management, sales, or a related field, with a track record of exceeding expectations.

• Previous experience in call centres is highly desirable, providing valuable insights into customer-centric operations.

• Possess a deep understanding of customer lifecycle management principles, with a keen focus on driving renewals and expansions.

• Be inherently customer-minded, driven by a passion for delivering added value and driving client success.

We have:

• A genuinely exciting opportunity for a passionate customer success professional to join us on our journey from Series A to scale-up.

• A competitive compensation package with meaningful equity to share our success.

• A culture we're proud of. Our working environment is challenging, exciting, rewarding, and fun (really)!

• An annual learning budget to foster curiosity, growth, and development.

• A company-matched pension plan to help you prepare for the future.

The interview process:

1. 20-30 minute call with a member of our Talent Acquisition team to get to know you and discuss the role.

2. Interview with our hiring manager and another member of our team, usually 30-45 minutes.

3. Final interview with a presentation/task with our hiring manager and members of our leadership team.

4. Coffee! We love getting to know people on a personal level, so will often invite people for coffee as a final stage.

EdgeTier provides a safe environment that encourages personal and professional growth, nurtures trust, facilitates the development of new values, and fosters long-lasting connections. We take great pride in being an Equal Employment Opportunity employer at EdgeTier. We are committed to a discrimination-free workplace and do not engage in employment discrimination based on race, religion, colour, national origin, ancestry, membership in the travelling community, physical disability, mental disability, medical condition, marital status, gender, gender identity, age, sexual orientation, or any other protected status. This policy encompasses all aspects of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

Agencies: Please note that we have an internal sourcing model, and do not require agency assistance. Unsolicited CVs will not be accepted.