Customer Growth & Success Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as the primary contact for members throughout their licensure process.

• Foster strong, enduring relationships with candidates as they navigate the ARE and continuing education programs.

• Acknowledge member milestones and cultivate positive customer experiences.

• Promote customer loyalty and transform members into brand advocates.

• Identify opportunities for membership renewals, upgrades, and additional services.

• Recognize potential firm or group membership opportunities from individual member engagements.

• Support long-term business initiatives in collaboration with the sales team.

• Contribute to customer retention, account expansion, and overall member achievement.

• Assist candidates with ARE preparation, study planning, memberships, and navigating the platform.

• Actively engage with inactive or at-risk members to keep them on track toward licensure.

• Provide thoughtful, empathetic, and professional customer support.

• Collaborate with AI tools and systems to enhance customer experience and team workflows.

• Identify areas for process improvement, recurring challenges, and opportunities for automation.

• Aid in enhancing support resources, workflows, and operational processes.

• Relay customer feedback and insights to product and marketing teams.

• Analyze trends and opportunities to enhance onboarding, engagement, and retention.

• Assist the company in better understanding the needs of architecture candidates and firms.

⛳️ Requirements

• Minimum of 5 years' experience in customer success and account management.

• Exceptional communication skills, particularly in written form.

• Capable of building strong relationships and easily gaining customer trust.

• Passionate about helping customers achieve their goals.

• Approaches customer interactions with a friendly, consultative mindset.

• Understands business objectives without being overly sales-driven.

• Proactive, organized, and focused on solutions.

• Familiarity with AI tools and enhancing workflows.

• Thrives in fast-paced and dynamic environments.

• Knowledgeable in driving growth and enhancing the customer success function.

• Experience in architecture, education, SaaS, or membership organizations is advantageous but not mandatory.

• Willing to work a shift from 1:00 AM to 9:00 AM, Tuesday to Saturday.

🏝️ Benefits

• Employees have the flexibility to work remotely.