Customer Success Manager

2 days ago

Fatih, Istanbul, Turkey Lifemote Full time

At Lifemote, we build AI-driven Wi-Fi Analytics tools that help Internet Service Providers gain visibility into the quality of connectivity at customers' homes and create proactive solutions. Lifemote helps transform how Internet Service Providers access home connectivity data, complement their first and second line of Customer Service operations, and create value by driving up customer satisfaction at home. Comprising a vibrant and youthful group of professionals, Lifemote boasts expertise in the realm of Wi-Fi Analytics. Our solution has been successfully deployed on over 2 million devices spanning 7 European countries. Our team is rapidly expanding in tandem with our ambitious aspirations for the future. We are actively seeking a dedicated Customer Success Manager to augment our team. This role entails spearheading initiatives to ensure the triumph of our existing customer base across Europe. Operating within a dynamic environment, this position holds the potential to impact growth significantly and necessitates close-knit collaboration across departments. By steadfastly prioritizing favorable customer outcomes, the Customer Success Manager will play a pivotal role in shaping our product's evolution trajectory. At a high level, CSM oversees the activities and actions of all customers, the big picture like a consultant, and provides recommendations.

About the PositionMust-Have
  • Bachelor's degree in engineering (Computer, Software, Electrical / Electronics is a plus)
  • 2-3 years of experience in customer success, product management, or technical account management in a SaaS or B2B software company, with a master's degree in Business Administration (MBA), or 3-5 years without a master's degree.
  • Basic technical skills in Wi-Fi, cloud computing, and APIs or willingness to learn.
  • Excellent communication skills, passion for building and maintaining relationships while driving customer engagement & improving product value.
  • Ability to prepare visually appealing and easily understandable business and technical documents.
  • Passion for technology and contributing to a scale-up company.
Nice to Have (one or more)
  • Experience with technical sales
  • Experience in technical consultancy
Responsibilities
  • Contribute to customer strategies to ensure customer retention and execute these strategies and actions accordingly, aligned with overall company goals.
  • Increase product's value for customers by providing insights and by tracking and improving ISP customers' WiFi Quality of Experience metrics.
  • Help increase the ISPs' customer satisfaction by determining major problems types proactively while proposing solutions to ISPs before their customers reach out.
  • Serve as the primary contact for the onboarding of new customers, for the training of platform end-users, as well for providing support to ISPs' post production.
  • Collaborate with the engineering and the product management teams to set up or configure the product as per customers' requirements, troubleshoot technical issues raised by the customers, and monitor the health of the service.
  • Be the main point of contact between the company and a number of ISPs within Europe.
  • Keep existing CS documents up-to-date and create new documents as needed.
  • Develop new ways to initiate action on the ISP side where there are multiple unresponsive stakeholders.
What You'll Achieve?

The realm of ISP technology is vast, dynamic, and ever-evolving. Each day, you'll dive into the exciting waves of Wi-Fi and in-home Wi-Fi analytics. As a key contributor to the industry, you'll shine brightly in the spotlight, building enduring relationships with leaders across various domains – from the technical realm to the business sphere and everything in between. Your influence will span industries and continents, making your mark on the future of connectivity.

What's in it for you?

We will provide you with a competitive salary, stock option plan, competitive private health insurance coverage, and a lunch card. You will have access to an online training platform and get funding for conferences & events. You will be able to work with clients from the Netherlands, Norway, Austria, the UK, and worldwide.

What's the first 120-day plan for the Customer Success Manager?

In the first 30 days, complete (CS) Onboarding tasks, grasp Lifemote's product, obtain a sufficient understanding of the Lifemote product, learn about customers and their strategies at a high level, learn CS's main strategies and the existing CS OKRs, and connect with collaboration teams. Over the next 30 days, shadow at least one lead customer meeting, learn about and contribute to your customers' existing strategies and our roadmap, become the secondary CSM of a small/mid-size and a big-size mature customer and/or a PoC customer. In the following 30 days, lead a company-wide product training, become the primary CSM of a small-size mature customer, conduct at least one module training or a full product walkthrough with a customer, and prepare and make a presentation to a customer. In the next 30 days, become the secondary CSM for big-size mature/PoC customers, assist at least one of the CS OKRs and start working on the OKR(s), contribute to existing CS process improvements & Customer Strategy Framework preferably with new ideas.

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