We are looking for a highly organized and detail-oriented individual with excellent communication and interpersonal skills. The ideal candidate will be able to work collaboratively with our sales and data science team to provide exceptional service to our clients. 

This role requires understanding the customers business, and orchestrating monthly business reviews, and walkthroughs of the results we have delivered to our clients. You’ll be helping them identify areas where existing customers could improve their use of Profasee or uncovering new uses for Profasee products amongst their customer portfolio (hint: upsells and cross-sells). 

Customer Success serves as the trusted point of contact for Profasee portfolio of strategic key accounts, beginning from the point of sale and extending through on-boarding, project success, and renewals.

As a Customer Success manager, you will be responsible for launching Profasee solutions successfully, and continually driving business value from Profasee.

Customer Success directly interfaces with Profasee’s customers to understand their business needs and challenges, and then coaches them on the best ways to address them using Profasee’s solutions. 

• Are a native English speaker
• You have a rich understanding of profit and loss statements, can present results and hold down the conversation with other CEOS and founders. 
• Have relevant work experience in a customer-facing customer success or consulting role, ideally in a SaaS, and or e-commerce + SAAS 
• A Degree in Economics, Applied Science, Business Administration or other related field
• 2+ years of job experience
• Are a champion with analysis and know your way around profit analysis
• Have strong experience with Excel and Powerpoint
• Can collaborate with the Data Science team, Technology team, Sales and Support team to ensure success with each client.

Key Responsibilities

• Maintain and organize up-to-date shared files for clients
• Handle various client interactions, including assisting clients with technical product features via Zoom meetings, email, and other means
• Present performance results to clients
• Collaborate with the Data Science, Technology, Support, and Sales teams
• Create reports for the data science team and stakeholders on account status and product performance
• Ensure all account deliverables are done within customers’ requirements
• Collaborate with sales and data science team to identify growth and improvement opportunities for the software
• Provide technical support to customers
• Track account metrics
• Understand clients’ technical needs and identify opportunities to provide technical solutions
• Ensure that all technical account information is up-to-date and accurate
• Creating an efficient and effective onboarding process
• Building playbooks
• Monitoring product performance through analytics and conducting reports for MBRs/QBRs
• Educating customers and building relationships by providing consistent value and fostering loyalty
• Managing churn and increasing customer retention
• Driving account expansion (up-selling/cross-selling) and growing lifetime value
• Mapping customer success journeys to spot and remove friction

• Understand P&L statements, data analysis and data analytics
• Are experienced with eCommerce and / or SAAS
• Understand or are excited to learn about the AI movement
• Are a thorough and skilled communicator who loves working with companies to bring out the best in each business
• Have a proficiency in Excel, Postman