Customer Success Manager, USA market (B2B, SaaS, IT, remote) (удаленная работа)

Вакансия: Customer Success Manager, USA market (B2B, SaaS, IT, remote)

Описание вакансии

Who are we?

LoyaltyPlant is an all-in-one digital solution designed to meet the unique needs of restaurants in today's fast-paced world. We offer a suite of tools, including a branded mobile app, a website for ordering, a loyalty program, marketing solutions, and a customer success team to help businesses increase revenue and engage customers like never before.

At LoyaltyPlant, we prioritize customization, making sure that each restaurant can tailor the customer experience to their unique needs using our solution. This approach has made us a trusted partner of 600 customers across 25+ countries and well-known brands such as Papa Johns, Subway, Carl s Junior, Second Cup, The FatPizza, L&L Hawaii, Sumo Sushi&Bento, Balance Grille, and many more. We're proud to have contributed to their success stories and helped them stay ahead of the competition.

Who are we looking for?

We are seeking an experienced and results-driven Customer Success Manager to enhance our Customer Success team in the US market. As the Customer Success Manager your role will entail fostering revenue growth, retaining existing customers, onboarding new customers and providing excellent customer service.

In 2024 we plan to achieve x2 YOY ARR growth. You ll be responsible for personally contributing to this goal by successfully onboarding customers attracted by our sales team and facilitating organic growth of onboarded customers.

Your ultimate goal is to help our customers achieve the best results possible and improve their marketing strategies using data-driven analytics.

What will you do?

• Build strong, long-term relationships with customers by staying in constant communication, taking ownership of customers' issues and following problems through to resolution.

• Strategically develop LoyaltyPlant's portfolio of US clients while meeting project KPIs.

• Improve customer service experience, create engaged customers and facilitate organic growth.

• Efficiently onboard new clients.

• Provide comprehensive training to clients on product s features and help them get the most out of it.

• Conduct QBRs with customers to ensure issues are resolved proactively and customer goals are met.

• Evaluate risks and prevent customer churn.

• Coordinate tasks within projects and collaborate with internal teams (Sales, Implementation, Product, Design, Support, Finance) to successfully onboard and retain customers.

What do we need from you?

• You are self-motivated and results-oriented, with the ability to work independently and as part of a team. We want to onboard you, share everything we know, give you all the tools you need and then just to see you *shine* and not baby-sit you for ages.

• We want you to have 2 years of B2B experience in Customer Success / Customer Service / Account Management. If you have less but still think you are great don t hesitate to apply, you ll have a chance to prove it.

• High level of proficiency in English (C1-C2). No exceptions.

• Strong negotiation and communication skills, with a customer-centric approach.

• You are not afraid of multitasking and perform great under pressure.

• You have no problems starting your work late, 12:00 p.m. Moscow time.

What would give you an edge?

• Experience in SaaS.

• Experience in FoodTech / HoReCa.

• Experience in IT / product company.

What s in it for you?

• Competitive pay (base compensation + KPI).

• Stock options. Don t work to please the shareholders. Be the shareholder.

• Opportunity to work with US-based customers and practice English daily.

• Unlimited vacations and days off. We believe that good rest equals great productivity.

• Flexible working hours. Say no to mundane 9 to 5.

• 100% remote workplace from day 1. Why spend time commuting?

• Smooth onboarding and a team that got you covered.

• Real opportunity to grow within the company both vertically and horizontally.

• Full transparency in company processes and 0 bureaucracy.

Sounds like something you ve been looking for? Don t hesitate to apply and please include a cover letter.