Position: Customer Success Manager in a B2B Lead Generation SaaS
Company: GigRadar
Category: Support
Experience required: 2y
English level: upper

**Role Description:**

GigRadar.io (Upwork Lead Generation platform) is seeking an **experienced and motivated Customer Success Manager (CSM)** to join our team. As a CSM, you will play a crucial role in maintaining client satisfaction and helping our customers optimize their Upwork lead generation process using our platform.

**Key Responsibilities:**

1. Develop and maintain strong relationships with clients, ensuring high levels of customer satisfaction and retention.
2. Leverage your B2B CSM experience to provide exceptional support and guidance to clients, driving successful adoption and usage of GigRadar's platform.
3. Utilize your Upwork lead generation experience to assist clients in creating effective strategies for identifying and securing high-quality job opportunities.
4. Conduct regular check-ins and account reviews to monitor client progress, address concerns, and identify areas for improvement.
5. Collaborate with the sales, product, and engineering teams to provide valuable client feedback and contribute to the ongoing development and improvement of GigRadar's platform.
6. Develop and share best practices, success stories, and case studies to assist clients in maximizing their results on GigRadar and Upwork.
7. Fast response time for customer's inquires via communication channels
9. Handling all types of customer feedback up to the most critical with keeping tone of voice
10. Providing daily, weekly, monthly detailed reports on the client portfolio.

**Requirements:**

1. Proven experience in a B2B Customer Success Manager role, preferably within the SaaS industry.
2. Extensive knowledge of Upwork and a strong background in lead generation on the platform.
3. Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with clients.
4. Strong problem-solving and analytical skills, with a keen eye for identifying client needs and opportunities for growth.
5. Ability to work both independently and collaboratively in a fast-paced, dynamic environment.
6. Experience with various tools such as Notion, Hubspot, Intercom
7. Experience with search queries such as Boolean / ElasticSearch
8. Confident and professional communication skills in English. Both verbal and written. Spoken knowledge of Ukrainian is a plus.

Join our team at GigRadar and help us empower freelancers and agencies to excel in the competitive Upwork landscape.

**Compensation:**

Base Salary: $800

Bonus for client's portfolio performance and regular reporting: 1%-4% from client MRR from up to 40 clients.

**Portfolio churn:**
- Churn less than 3%: Success Fee 4% MRR (~$640)
- Churn 3% - 5%: Success Fee 3% MRR (~$500)
- Churn 5% - 10%: Success Fee 2% MRR (~$300)
- Churn 10%-15%: Success Fee 1% MRR (~$150)
- Churn 15%+: Success Fee 0% MRR