Customer Success Manager

• Become an expert in Outcode, guiding new clients and providing them with comprehensive support.
• Assist clients in making adjustments to their accounts and educate them on how to navigate changes effectively.
• Maintain detailed records of client interactions, notes, and next steps using CRM and ClickUp.
• Develop a variety of content, including webinars, videos, training materials, and articles, to facilitate client understanding of complex concepts.
• Proactively analyze client usage data and assess account health to identify areas for improvement.
• Collaborate with internal teams to drive Outcode adoption and ensure clients derive maximum value from our solutions.
• Communicate product updates and new service offerings to clients to enhance their experience.
• Cultivate commercial relationships to promote Outcode utilization and drive business growth.
• Act as a liaison between clients and the Outcode delivery team, effectively communicating client feedback and needs.
• Foster cross-departmental collaboration with Sales, Product, and Marketing teams.
• Identify and escalate issues as needed, demonstrating sound judgment in distinguishing between user errors, training deficiencies, and feature requests.
• Conduct Executive Business Reviews with key decision-makers to assess client satisfaction and identify opportunities for improvement.

• Utilize data insights and client interactions to identify growth opportunities and drive expansion for clients.
• Collaborate closely with the Sales team to identify opportunities for upselling and cross-selling.
• Introduce clients to new services and products to expand their utilization of Outcode offerings.

• Partner with Operations to prioritize process improvement projects aimed at enhancing team efficiency and customer satisfaction.
• Contribute to the development of a Customer Success playbook outlining the customer lifecycle journey and corresponding activities.
• Advocate for software utilization within the team, ensuring optimal usage of tools to streamline operations.

• Experience as a Costumer Success Manager or client facing positions.
• Interest in technology and/or software development.

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