Senior Customer Success Manager

About Chaiz:

Hi 👋  we’re on a mission to change how vehicle service contracts (also known as car extended warranties) are being bought and experienced. Today you get hard-sold via sleazy call centers and at dealerships while overpaying and not knowing what you are actually buying. We’re changing this!

The Role

As a Senior Customer Success Manager at Chaiz, you will play a pivotal role in ensuring our customers have a seamless and positive experience. You will be responsible for managing and nurturing customer relationships, ensuring customer satisfaction and retention, and overseeing our customer support team and call center. Additionally, you will have the opportunity to help develop the exciting expansion of our client dashboard, gamification, loyalty, and referral programs aimed at increasing retention, referrals, and renewals.

Location: Remote or in Austin (US Market, Eastern/Central Time)

What the job involves

• Customer Relationship Management: Develop and maintain strong relationships with key customers, acting as their primary point of contact and trusted advisor.
• Issue Resolution: Address and resolve customer issues and concerns in a timely and effective manner, ensuring a high level of customer satisfaction.
• Feedback Loop: Gather and analyze customer feedback to provide insights to the product and development teams, contributing to the continuous improvement of our offerings.
• Renewals and Retention: Develop and execute strategies to maximize customer retention and contract renewals, identifying at-risk accounts and implementing proactive measures to retain them.
• Customer Support Management: Oversee the customer support team and call center, ensuring that all customer inquiries and issues are handled efficiently and effectively.
• Team Leadership: Recruit, train, and manage the customer support team, fostering a positive and productive work environment and promoting professional growth and development.
• Client Dashboard: Assist the expansion of our client dashboard post-purchase, providing customers with an easy-to-use interface to manage their warranties and track benefits.
• Gamification and Loyalty Programs: Co-design gamification and loyalty programs to engage customers, increase retention, and encourage repeat business.
• Referral Programs: Help develop and launch referral programs to incentivize customers to refer new users to Chaiz, driving growth through word-of-mouth marketing.

Requirements

You may be a fit for this role if you:

• Minimum of 5 years of experience in customer success or account management, preferably in a tech startup. Experience managing a customer support team and call center is required.
• Exceptional communication and interpersonal skills, with the ability to build and maintain strong relationships with customers and internal teams.
• Strong analytical and problem-solving skills, with the ability to think strategically and execute tactically.
• Proficiency in using CRM software and other customer success tools
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and business needs.
• Innovative mindset with a track record of developing and implementing successful customer engagement programs.

If you don't meet all the requirements but think you might still be suitable for the role, please apply as we're always keen to speak to people who connect with our mission and values.