Customer Success Manager

As a Customer Success Manager (CSM), you will play a pivotal role in ensuring our customers achieve their desired outcomes and derive maximum value from our products.You will serve as the primary point of contact for our customers, building strong relationships, understanding their needs, and guiding them through their journey with Swoop Aero. By proactively engaging with customers, resolving issues, and identifying opportunities for growth, you will contribute to customer satisfaction, retention, and advocacy.Key ResponsibilitiesCustomer Onboarding● Lead the onboarding process for new customers, ensuring a smoothtransition and comprehensive understanding of our products or services.● Provide training sessions and educational resources to empowercustomers to effectively utilise our offerings.Relationship Management● Develop and nurture strong relationships with key stakeholders withincustomer organisations, including executives, managers, and end-users.● Act as the primary point of contact for customer inquiries, concerns, andescalations, providing timely and effective resolution.● Manage Customer Service Agreements to ensure delivery of services inline with agreementCustomer Success Planning● Collaborate with customers to develop success plans tailored to theirunique goals and objectives.● Regularly review and update success plans to align with evolving customer needs and business priorities.Performance Monitoring and Analysis● Monitor customer usage metrics, engagement levels, and satisfactionscores to identify trends and opportunities for improvement.● Analyse data to proactively address potential issues and drive strategicdecision-making.Cross-Selling and Upselling● Identify opportunities for expansion within existing accounts andcollaborate with sales teams to drive upsell and cross-sell opportunities.● Advocate for additional products or services that align with customerneeds and objectives.Customer Advocacy and Feedback● Serve as a voice of the customer within the organisation, providingvaluable insights and feedback to inform product development, marketingstrategies, and service enhancements.● Encourage and facilitate customer advocacy through testimonials, casestudies, and referrals.Qualifications● Bachelor's degree in Aviation, Engineering, or a related field.● Proven experience in Customer Success, account management, or a related role within a B2B environment.● Excellent communication and interpersonal skills, with the ability to build rapport and trust with diverse stakeholders.● Strong problem-solving abilities and a customer-centric mindset.● Proficiency in Atlassian software (Jira, Confluence)● Experience working in a fast-paced, dynamic environment with the ability to prioritise and manage multiple tasks simultaneously.● A passion for driving Customer Success and a commitment to deliveringexceptional service.Benefits● Competitive salary and performance-based incentives.● Flexible work arrangements, including remote work options.● A vibrant company culture with a focus on collaboration, innovation, and work-life balance.