Senior Customer Success Manager

Your role

As a Senior Customer Success Manager at Whoz in the dedicated Customer Success team, part of the team Customer Success & Delivery Circle, you will play a key role in ensuring the satisfaction and success of our clients by helping them make the most of our platform. You will be the primary point of contact, guiding clients through solution adoption, optimizing their practices, and ensuring they extract maximum value from our product.

Your mission will be to build strong relationships with our clients, support them throughout their journey, and act as a key connector between their needs and our product’s capabilities, all while working in a collaborative and dynamic environment.

Responsibilities

• Process Optimization: Standardize and improve Customer Success processes for large-scale clients.
• Client Relationship Management: Maintain and develop strong, long-lasting relationships with strategic clients, ensuring their needs are efficiently met.
• Performance Monitoring & Data Analytics: create dashboards and use analytical tools to track key performance indicators (KPIs) such as Monthly Active Users, generating actionable insights to optimize customer outcomes.
• Dashboard & Data Reporting: Generate business performance reports for our client and share data-driven insights to help them make informed decisions and refine their strategies.
• Data Analysis for Solution Adoption: Identify trends in solution adoption through data analysis and develop strategies to boost engagement and maximize platform usage.
• Escalation Management: Handle client escalations and collaborate with internal teams to resolve issues swiftly and effectively. When necessary, engage the Deploy and Support team to take appropriate action.
• Feedback Integration: Collect and analyze customer feedback to help drive product improvements and adjust our offerings accordingly.
• Interact on the day to day basis with the head of CS and participate to the CS strategy definition