<aside> 👋 This role is global and remote. Reach out to Montserrat, our Talent Owner at [email protected] with your updated CV if you're interested and keen to know more.

</aside>

Scope of Work

OnLoop is a product-led company and we are looking for a technically savvy Customer Success Manager to help educate, grow and delight our customers. As a founding member of the Customer Success team, you will be responsible for a broad range of activities with the objective of building the function from the ground up and developing it to maturity.

Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager would develop and execute strategies to create a highly engaged customer base and engage with our clients to ensure OnLoop truly helps make their teams better.

Responsibilities

• Improving and streamlining onboarding processes
• Holding product demonstrations and educational sessions
• Creating customer feedback channels and summarising insights for Product, Marketing, Operations, Sales and other parts of the company
• Implementing customer support processes, channels and FAQs and helping answer questions from users and key accounts
• Creating scaled educational content such as explainer videos
• Increasing customer engagement and retention and reduce customer churn
• Analysing customer data and marrying it with qualitative information to generate actionable insights

Key performance indicators

• Daily/ Monthly Active Users (shared with other teams)
• Monthly Activities per User
• % Power Users
• 30/90 Day Retention
• Customer Support SLA, Contact Rate
• NPS