Customer Relationship Manager

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

📋 Description

• Engage in proactive relationship management: maintain consistent contact prior to customer inquiries — structured, warm, and methodical.

• Daily monitoring of inactivity, declining satisfaction, and absent posts.

• Take documented actions for every identified risk signal within a 48-hour timeframe.

• Encourage customers to post regularly, utilize the platform, and participate in calls.

• Systematically gather Trustpilot reviews and case studies.

• Ensure CRM mandatory fields, health scores, status, and next steps are complete and up to date.

• Minimize reactive WhatsApp workload for Account Managers.

• Evaluate cases, escalate to Account Managers, and provide initial diagnosis.

• Contribute to activity from at least 80% of active customers.

• Aim to achieve a renewal rate of at least 70% by Q3 2026.

⛳️ Requirements

• Preferred: experience in Customer Success, Community Management, or customer support for a demanding target audience.

• Familiarity with CRM systems such as Monday.com, HubSpot, Notion, or similar platforms.

• Knowledge of social media, personal branding, or content platforms.

• Experience working with entrepreneurial clients or familiarity with NPS/CSAT systems.

• Background as a personal creator or in social media.

• Relevant references, particularly related to customer or community management and retention achievements you were responsible for.

• Ability to deliver proactive, structured customer care and risk assessment.

• Capacity to drive customer engagement, regular postings, platform usage, and call attendance.

• Proficient in documenting escalations and performing initial risk assessments for customers.

• Independent work approach and strong sense of ownership.

🏝️ Benefits

• 100% remote work environment.

• Real responsibilities along with your own area from day one.

• A rapidly growing company with a clear vision and a dedicated team.

• A position with direct, measurable impact.

• Flat hierarchies and short communication lines directly to the AM team and leadership.

• Professional structures and a digital workspace.

• Opportunities for personal fulfillment and ownership.

• Quick internal execution of ideas.

• Competitive salary.

• Opportunities for development and collaboration on a shared mission.

• Investment in skill enhancement.

• Four team events each year.