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We are looking for a Customer Success Manager to build relationships with key stakeholders and respond to retention risks and opportunities. S/he will aim to expand customers’ adoption, retention, and ultimately, their success on Magic’s SaaS platform.
The primary responsibilities will include:
Build and maintain strong, trusted working relationships with key decision-makers and power users starting from onboarding and throughout the customer lifecycle
Optimize the Customer Journey by examining various stages of the customer journey and identifying gaps in customer-facing processes
Ensure customers derive maximum benefits from Magic’s SaaS platform
Build internal reports to keep a record of customer health scores and help identify and implement necessary process improvements
Formulate and implement upselling and cross-selling strategies working closely with the sales and marketing teams
Drive resolution of escalated account issues in coordination with internal teams
Be a voice for customers internally and help the leadership team understand product concerns, shortcomings, and missing features
Desired Profile:
7 to 12 years of proven success in customer success or account management role for a SaaS company
Functional knowledge of technology to be able to answer questions about the product
Exposure to the education industry is a plus
A postgraduate degree is a plus
High attention to detail
Outstanding written and verbal communication skills.
Ability to thrive in a dynamic and high-performing environment
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