Position: Customer Success Specialist (In a startup)
Company: EducateMe
Experience required: 2y
Category: Support
English level: upper
Published: 2023-04-01T00:00:00+03:00

**Whom we are seeking**

The specialist will not only help us improve our approaches and ensure that current clients are comfortable and ready to get the most out of our product but also implement the customer success management strategy from scratch.

At EducateMe, we are seeking someone who has a true passion for establishing strong relationships and improving key metrics to create results for our products and our customers.

Preferably you have previous experience in Sales or CSM in B2B SaaS.

You will join the team of around core teammates: a CEO, a Head of Product, and a Head of Marketing.

We hold frequent general and one-to-one meetings twice a week to synchronise, discuss new ideas and difficulties, and share experiences. We also have short daily meetings with developers to discuss new features and bugs that need to be fixed.

The team members use Slack, mail, Notion, Zoom, Miro, Figma, etc., 
for day-to-day operations and team collaboration.

**In this role, you will**

**Strategy and KPI**
- Design and implement CSM strategy for EducateMe from scratch
- Create and maintain customer success metrics and KPIs 
to measure the effectiveness of the CSM strategy
- Proactively monitor usage and contact customers 
who need help or are not using the product enough.
- Make monthly reviews, reports, and surveys.

**Care and improving**
- Interact with the current customers and handle their requests
- Collaborate with the product team to provide suggestions 
for improving the product based on customer feedback
- Arrange and conduct customer success interviews
- Provide regular check-ins with high-value customers to ensure 
they are satisfied and to identify opportunities for growth or upselling

**Onboarding**
- Provide personalized onboarding sessions for new customers.
- Develop an online knowledge base or FAQ for customers 
and students to troubleshoot common issues.

**Skills you’ll need to bring**
- Nice English not less than B2+
-2+ years of experience as a Customer Success Specialist or Account Manager in B2B SaaS
- Experience in business communication via different channels: e-mail, chat, video, etc.
- Experience with Intercom or similar customer messaging platforms.
- Be result-oriented with an understanding of KPIs and how they fit
- Have a high level of empathy and passion for customer success

**Benefits**

- А place with a friendly environment where you can reach your 
full potential and grow your career. We are focused on developing our team
- Social package: paid sick leave and vacation
- An opportunity to take the Head of Customer Success Manager role of the company
- Stock options after two years of cooperation