Description
The Role
Eden mission is to 10x the quality of life. Our measure for doing this is ensuring that every individual who experiences Eden has a 10x experience.
We believe that our Customer Success Team plays the most pivotal role in ensuring we achieve our mission.
The Customer Success Team manages each customer through their life cycle with a blend of both personalized management and support, depending on the customer category.
The Customer Success Manager will manage a team of Customer Success and Support associates and ensure that they deliver the ultimate service experience to Eden’s customers.
As a Customer Success Manager, you will drive and own all metrics around Customer satisfaction, loyalty, lifetime value by creating and executing strategies that drive customer success.
Requirements
Bachelor's degree in business, marketing, or a related field.
Minimum of 4 years of proven experience in a leadership or management role within customer success, account management, or a related function, preferably in a B2B tech startup environment.
Exceptional leadership, communication, and interpersonal skills.
Strong analytical skills and a data-driven approach to decision-making.
Ability to adapt in a fast-paced, high-growth startup environment.
Familiarity with CRM tools and customer success software (e.g., Salesforce, freshdesk).
A genuine passion for ensuring customer satisfaction and success.
The ability to think in systems and methods.
Responsibilities
Team Leadership: Lead, mentor, and develop a team of customer success and support associates to achieve their goals and excel in their roles.
Customer Strategy: Develop and implement a comprehensive customer success strategy that aligns with the company's growth objectives.
Customer Onboarding: Oversee the onboarding process to ensure that new customers have a seamless introduction to our platform and products.
Account Management: Guide your team in nurturing and expanding existing customer relationships, acting as a primary point of contact for strategic customers.
Product Expertise: Foster a culture of product expertise within the team, ensuring they can provide valuable guidance and solutions to customers.
Customer Feedback: Act as a conduit for customer feedback and relay this information to the product development and marketing teams for continuous improvement.
Renewals and Retention: Collaborate with your team to maximize customer renewals, retention rates, and customer lifetime value.
Data Analysis: Utilize customer data and usage patterns to identify areas for enhancing the customer experience and monitor team performance.
Customer Advocacy: Promote and support customer advocacy initiatives and encourage satisfied customers to become advocates.
Collaboration: Collaborate closely with the sales, marketing, and product teams to align customer success initiatives with the company's overall strategy.
Proven ability to communicate and effectively “sell” an organization’s value proposition.
Nimble with documentation and data analysis tools like Docs and Spreadsheets.
Perks & Benefits
Monthly net salary - N500,000
Comprehensive family healthcare
30 paid vacation days + public holidays
Flexible access to salary earned
Special employee discounts 15% on all Eden subscriptions
We offer 90 days Maternity leave and 30 days paternity leave as part of our Parental leave policy. Adoption leave follows the same arrangement. Great colleagues
Great colleagues and amazing work culture. Oh, and a chance to 10x the quality of life of Africans!
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