Customer Success Manager

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

📋 Description

• Establish robust customer relationships while ensuring satisfaction and success with CustomBooks products and services.

• Assist customers throughout the onboarding, adoption, and retention stages.

• Oversee the Customer Support team in addressing customer issues.

• Evaluate performance, provide training, and mentor Support Agents.

• Propose and implement enhancements to support processes.

• Address advanced support issues, onboardings, and training as required.

• Ensure compliance with established SLA times.

• Facilitate weekly First Level meetings with the Support Team.

• Manage and supervise the Tier 3 Slack channel, ensuring threads are resolved.

• Confirm that Zoho Desk tickets are created and linked to relevant Jira tickets.

• Lead and conduct weekly PM Review meetings with Support, Product, Operations, and QA teams.

• Participate in Product meetings to present customer feedback and experiences.

• Execute searches in Zoho Desk and Atlassian Jira for issue investigation.

• Ensure the team is thoroughly trained on processes and services.

• Draft customer support emails for issues or announcements.

• Provide billing support in Zoho Billing Add Ons.

• Create and maintain the Support Team Schedule.

• Manage Partner and Customizations Support, Payroll Onboarding and Support, Cancellations, and Refund processes and communications.

• Coordinate paid support, training, onboarding, and other professional services with Sales, Operations, Training, and Support teams.

• Conduct purchased support activities and supply customer resources.

• Ensure adherence to Paid Services processes and report issues to the COO.

• Train the team on data imports, migrations, and QBO/QBD conversions.

• Identify opportunities for upselling and cross-selling, collaborating with Sales and Marketing.

• Cultivate and maintain relationships with key customer stakeholders.

• Act as the primary point of contact for customers.

• Advocate for customer needs and relay feedback to internal teams.

• Create and implement customized customer success plans.

• Monitor customer health and engagement, identify at-risk accounts, and mitigate churn.

• Track and report customer satisfaction, product adoption, retention, and Support Agent performance metrics.

• Send updated monthly reports to the COO and other designated stakeholders.

• Prepare reports and presentations for internal stakeholders and customers.

• Oversee Accounts Receivable and Collections tasks.

• Organize and lead customer training sessions, webinars, and user group meetings.

• Manage and oversee the Zoho Desk Knowledgebase and Idea Exchange.

• Ensure knowledge base content is created, updated, SEO-optimized, and includes embedded videos.

• Foster a customer community and identify customers for success stories and positive online reviews.

• Collect customer feedback and collaborate with Product and Engineering to enhance features and customer experience.

• Identify and communicate process improvements.

• Perform other duties as assigned.

⛳️ Requirements

• Familiarity with business processes including sales, purchasing, distribution, inventory, ecommerce, banking, and financial reporting.

• Strong preference for knowledge of accounting.

• Proven problem-solving and troubleshooting skills in business operations.

• Experience managing a diverse and remote team of at least four members.

• Strong technical proficiency and acumen.

• Required experience with Zoho Desk or another Support Desk platform.

• Preferred experience with Atlassian Jira and Confluence, Slack, Asana, and Zoom.

• Preferred knowledge of ShipStation, Square, Stripe, Bill, Nuvei, Gusto, Avalara, and Ledgersync.

• Must become an expert in CustomBooks Cloud ERP software.

• Maintain a calm and professional demeanor; capable of handling high-stress situations and working with individuals from various nationalities.

• Ability to multitask with a high productivity threshold.

• Successfully work remotely with others across multiple time zones.

• Excellent communication skills and high level of professionalism.

• Bachelor’s Degree in Business or a related field is required.

• MBA or CPA is preferred.

🏝️ Benefits

• Opportunities for upselling and cross-selling additional products and services.

• Remote work arrangement.

• Professional development through training and expertise in CustomBooks Cloud ERP software.