Manager, Customer Success

Helpshift bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones with a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Activision, Brex, Coupons.com, Electronic Arts, Supercell, Tencent, Zynga and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on over two billion devices worldwide and serves more than 820 million active consumers monthly.

We are looking for a Manager, Customer Success to manage our Onboarding and CSM teams supporting our global client base as well as collaborate closely with many counterparts on the Customer support operations teams. In this role, you’ll have the opportunity to work with today’s leading B2C brands, as they begin their journey to provide the customer support experience driven by our AI & automation platform backed by human support in the areas that yield highest value for their customers. We are looking for self-starters, with a bias toward action that can clearly articulate their technical expertise and data-centric points of view drive our strategy and increase the value of our platform and services for our customers..

Responsibilities :

• You will build strong executive and business user relationships with Helpshift’s customers
• You’ll have the opportunity to work with a global CSM team, Onboarding team and collaborate with the Operations teams that are also provide customer support to our clients using Helpshift
• You'll partner with Account Managers and Operations Managers on value creation to successfully renew and grow the customer.
• You will own the customer journey from Onboarding and identify areas of improvement to continuously improve our time to onboard, value delivered post onboarding to drive growth and increase retention and optimize client engagement
• You will work with the teams to establish critical goals, or other key performance indicators that aid them in achieving their goals, increasing renewals and reducing churn.
• You will be the Helpshift product expert representing Voice of the customer to shape our product vision and work closely with our Product and Engineering teams to drive product adoption
• You will advocate for customer needs cross-departmentally and manage issue escalation to the development team as needed.
• You will manage several projects and customers at one time, responding as needed to high priority client inquiries throughout the day, evening, and weekend when necessary.

Requirements :

Phases of our recruitment journey :

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply. 😊

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