Customer Success Manager

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

📋 Description

• Take responsibility for customer onboarding and the go-live process from handoff to successful implementation.

• Enhance product utilization through workflow coaching, health checks, Quarterly Business Reviews (QBRs), and proactive customer engagement.

• Understand each customer's business and tailor Coperniq to fit their actual workflows.

• Track account health and assess churn risk, intervening before any cancellations occur.

• Manage customer escalations and collaborate with Product, Engineering, and Solutions Engineering teams.

• Handle renewals and de-escalations for designated accounts.

• Transform customer feedback into actionable insights for the product team.

• Recognize expansion opportunities when customers derive significant value from Coperniq.

• Develop processes, playbooks, and systems to scale the Customer Success organization.

⛳️ Requirements

• Excellent communication skills with a strong ability to quickly establish trust with customers.

• Highly organized, capable of managing multiple customer relationships concurrently.

• Proficient in learning complex software and comprehending operational workflows.

• Proactive in addressing customer issues and investigating solutions.

• Ability to work in ambiguous situations and take ownership without the need for a detailed guide.

• Strong problem-solving abilities and a readiness to independently investigate product concerns.

• Comfortable collaborating closely with founders, engineers, and customers in a dynamic startup setting.

• Previous experience in Customer Success, implementation, account management, or a comparable customer-facing role is preferred.

🏝️ Benefits

• Equity in Coperniq

• 70% medical coverage

• 15 days of PTO per year

• 5 paid sick days per year

• Remote work