Customer Success Manager

Position Summary

Our Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. This is a vital and hands-on role, where you’ll work with hand-in-hand with customers to maintain the customer satisfaction and to improve the areas of dissatisfaction. You will provide basic 1st line technical support to customers with the goal to keep customers satisfied with the business’s products and hand-off challenging issues to our senior Customer Happiness Team.

Duties and Responsibilities

  • Promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.Engage with customers via email and phone to help ‘close’ business clients with larger licensing needs
  • Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
  • Provide basic technical support and ad-hoc training to customers who use the company’s product, replying to inbound queries.
  • Should be analytics driven measure everything, no decisions made on a hunch, use data to validate.
  • Need to be an expert in the Mailbird email products as tailored for businesses, both UI and technical side so you can address any B2B technical product questions about Mailbird.
  • Participate in development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager.
  • Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.
  • Ensuring all customers are making the most of the software and providing solutions to any problems they encounter.
  • Responsible to upgrade software and new product features, provide any necessary training with the primary aim to optimize all customers’ experience of the software, therefore increasing overall customer retention and minimize costs for the business.
  • Thorough knowledge and eagerness to learn about the company’s products and their capabilities
  • Must have Technical aptitude and the ability to understand and explain complex concepts in simple terms.
  • Experience working in remote teams and is a self-starter, and disciplined with a focus on solutions to grow the business through customer success initiatives.

Required Knowledge, Skills and Abilities

  • Fluent in English – preferably native English speaking candidates (U.S., Canada, U.K.)
  • Great interpersonal and relationship-building skills
  • Self-driven, proactive and having good leadership qualities.
  • Intermediate level of computer skills, proficiency with MS Office.
  • Must have customer service experience and customer centric attitude.
  • Knowledge of other languages is helpful if the company works internationally.
  • Some B2B sales experience is often beneficial if the role involves up-selling.
  • Experience of working and reporting with Salesforce (or similar CRM tool) will be a huge plusQualification
  • Bachelor’s degree in Business Management/Computer Science and both will be a huge plus.

Job Type

Full-time

Experience

1 year (Preferred)

Additional Compensation

Bonuses

Benefits

  • Paid time off
  • Flexible schedule
  • Benefits offered:
  • Flexible schedules

Why work for Mailbird?

One of the best parts of working with Mailbird is the incredible team and culture we have. We encourage a balance of high productivity with other parts of life like health, wellness, learning, personal development and of course fun! We have fun with what we are working on in collaboration with a team of like-minded, smart, creative people who execute and get things done. We focus on solutions and getting things done, which creates a highly engaged work culture.

At Mailbird, each and every one of us is passionate about what we are building, and this makes our creations each day incredibly rewarding, challenging and enjoyable all at the same time – it’s never boring with the Mailbird family!

It’s a huge perk to have the flexibility to be able to work from anywhere, which the majority of companies do not offer their team members. Everyone is challenged to step outside of their comfort zone, learn and work towards their greatest potential. Even when you get stuck, you will always have a very supportive team who’s got your back no matter what. This is part of the Mailbird culture.

Mailbird’s truly the best email client in the world – simply because it’s beautiful, smart and unifies the clutter of communication and productivity tools we use today. Mailbird is the best email client in the world because of the incredible people and the team behind this company. Mailbird is highly competitive against other email clients out there, where Outlook is outdated, Thunderbird stopped development and the rest lack in so many key usability factors that don’t adapt to our modern means of work, collaboration and communication. We chose email at Mailbird because email is the core tool that is universally used and expected when handling online communication. Mailbird is part of an industry where billions of email accounts are interacted with every day, and you and the rest of the Mailbird team can make a major impact on the future of work, communication, and productivity with Mailbird.

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