Senior Customer Success Manager

About Us

Contlo is a pioneering AI marketing platform that empowers modern, fast-growing businesses to maximize their marketing efforts by harnessing the potential of their brand's own generative AI Model. Our platform enables businesses to drive customer retention through personalized campaigns and automated customer journeys using contextual Generative AI marketing capabilities across various touchpoints.

Responsibilities:

Customer Onboarding:

• Guide new customers through the onboarding process, ensuring a smooth transition and comprehensive understanding of our offerings.
• Conduct onboarding sessions and training to help customers get the most out of our platform.

Customer Success and Retention:

• Develop a deep understanding of our customers' business objectives, challenges, and needs.
• Serve as the main point of contact for customer inquiries, concerns, and escalations, providing timely and effective solutions.
• Proactively engage with customers to understand their product usage, identifying opportunities for increased value and optimization.
• Conduct regular check-ins and business reviews with customers to assess their satisfaction and success with our products.

Cross-functional Collaboration:

• Collaborate with cross-functional teams, including Sales, Product, and Support, to advocate for customer needs and provide seamless solutions.
• Relay customer feedback to internal teams to inform product enhancements and improvements.

Qualifications and Experience:

• Bachelor’s degree in Business, Marketing, or a related field is preferred.
• 5-6 years of experience in a customer-facing role, preferably in Customer Success, Account Management, or Customer Support.
• Excellent interpersonal and communication skills, both written and verbal.
• Empathetic and customer-focused mindset with a passion for helping customers succeed.
• Strong problem-solving skills with the ability to navigate challenges and find effective solutions.
• Detail-oriented and organized, with the ability to manage multiple customer relationships.
• Past experience in SAAS startups is a preferred.
• Exposure to the D2C/Ecommerce industry is highly preferred.