Customer Success Manager

Job Title: Customer Success Manager

Location: Philippines (Remote)

Salary Range: $1,100 - $2,500 USD per month, based on experience and skills

Company Overview: Appointwise.io is revolutionizing the way agencies convert leads into deals and revenue. With a global user base, our dynamic team of four ambitious founders is on a rapid growth trajectory and seeking to scale significantly. We are looking for a proactive and experienced Customer Success Manager to join our team and drive customer satisfaction and retention.

Role Overview: As our first dedicated Customer Success Manager, you will play a critical role in enhancing our customer operations and retention strategies. You will be responsible for creating and implementing a comprehensive customer success system, managing onboarding processes, and maintaining regular contact with our clients to ensure their ongoing satisfaction. This role requires a strategic thinker with a strong background in customer success within a similar business environment and proficiency with CRM tools like Go High Level.

Key Responsibilities:

• Customer Onboarding: Conduct initial onboarding calls to integrate new clients into our network effectively.
• Client Check-ins: Manage and schedule periodic check-in calls with clients to address their needs and ensure satisfaction.
• Customer Engagement: Proactively reach out to customers to gauge their needs and provide support before issues arise.
• Process Improvement: Develop and implement strategies to enhance customer success operations, including exploring new ideas like a Slack channel for support.
• CRM Management: Utilize Go High Level or similar CRM platforms to track customer interactions, manage data, and analyze performance metrics.
• Collaboration: Work closely with the founding team to align customer success strategies with company goals and growth plans.

Requirements:

• Experience: Minimum of 4 years of experience in a customer success or similar role, preferably within a software or SaaS environment.
• CRM Proficiency: Strong experience with Go High Level CRM or similar platforms.
• Strategic Thinking: Proven ability to develop and execute strategies to improve customer retention and success.
• Communication Skills: Excellent written and verbal communication skills in English.
• Problem-Solving: Ability to proactively identify issues and implement solutions to enhance customer experience.
• Adaptability: Comfortable working in a fast-paced environment and scaling processes as the company grows.

What We Are Not Looking For:

• Basic Customer Support Representatives: We are not seeking individuals who only follow predefined tasks without bringing strategic thinking or process improvement ideas to the table.
• Short-Term Solutions: Candidates who are looking for a temporary position or are not interested in contributing to long-term growth and scalability.
• Passive Approach: Individuals who prefer reactive rather than proactive customer engagement will not align with our needs.

Preferred Qualifications:

• Previous experience in a remote work setting.
• Familiarity with customer support best practices and tools.
• Ability to work within the 9 am - 5 pm EST time zone.

Additional Information:

• Working Hours: Predominantly 9 am - 5 pm EST.

Hiring Timeline: We aim to have this position filled within the next 2-4 weeks.