Customer Support at NFTGo

Job Description

Key Responsibilities

• Develop and implement a long-term vision and strategy to exceed the Net Income retention rate and achieve team activation goals through data-driven decision making and proactive planning.
• Establish and maintain internal systems and processes that enable the CSM team to deliver exceptional service, including CRM implementation, automation tools, and performance tracking frameworks.
• Ensure seamless transition and onboarding of new customers by coordinating cross-functional teams, creating standardized workflows, and providing personalized support during the handover from pre-sales to after-sales phases.
• Provide strategic guidance to the team on client-specific plans, including identifying growth opportunities, resolving account-specific challenges, and acting as an executive sponsor in key client relationships to drive business outcomes.
• Collaborate closely with the product team to translate customer feedback and pain points into actionable product improvements, ensuring that client needs are prioritized and integrated into the product roadmap through regular stakeholder meetings and feedback analysis.
• Monitor customer health metrics and proactively identify at-risk accounts, implementing retention strategies such as personalized outreach, upsell opportunities, and service optimization to maintain high satisfaction levels.
• Lead the development of client success playbooks, training programs, and operational standards to ensure consistency, scalability, and excellence in customer service delivery across all touchpoints.
• Facilitate regular communication with stakeholders, including executive leadership, sales teams, and customer success managers, to align on business priorities, share insights, and drive cross-departmental collaboration.
• Conduct quarterly business reviews with key clients to assess performance, identify growth opportunities, and present tailored reports that highlight value delivered and future potential.
• Stay updated on industry trends, competitor activities, and emerging technologies to continuously refine the team's approach and maintain a competitive edge in customer success management.

Job Requirements

• Proven experience as a Client Success Manager or similar role, with a strong track record of improving customer retention rates and achieving activation targets in a SaaS or tech environment.
• Deep understanding of customer success metrics, including Net Income retention, churn rate, and customer lifetime value, with the ability to analyze data and derive actionable insights.
• Excellent communication and interpersonal skills, with the capability to build trust, manage expectations, and represent the company's interests in high-level client interactions.
• Strong leadership abilities, including the capacity to mentor junior team members, drive team performance, and make strategic decisions that align with business objectives.
• Proficiency in CRM tools (e.g., Salesforce, HubSpot) and customer success platforms, with experience in configuring and optimizing these systems for maximum efficiency.
• Ability to work independently and collaboratively across departments, including sales, product, and customer support, to ensure a unified approach to client success.
• Excellent problem-solving skills, with the ability to identify root causes of client challenges and implement innovative solutions that enhance customer satisfaction and business outcomes.
• Strong analytical mindset, with experience in developing and executing data-driven strategies to improve team performance and achieve financial targets.
• Ability to manage multiple priorities simultaneously, with a focus on delivering exceptional service while maintaining operational efficiency and meeting deadlines.
• Excellent time management and organizational skills, with the ability to plan, prioritize, and execute complex projects within tight timelines.
• Proficiency in creating and presenting business reports, including dashboards, presentations, and strategic summaries, to communicate progress and insights to stakeholders.
• Strong understanding of customer journey mapping and lifecycle management, with experience in designing and implementing processes that enhance customer experience at every stage.
• Ability to build and maintain strong relationships with key clients, including executive sponsorship, account management, and strategic partnership development.
• Excellent knowledge of sales processes and customer acquisition strategies, with the ability to align with the CSM team's goals to maximize customer value.
• Strong understanding of product development cycles and the ability to collaborate with product teams to translate customer feedback into product roadmap enhancements.
• Ability to lead cross-functional initiatives, including process improvement projects, training programs, and operational audits, to ensure alignment with business objectives.
• Excellent knowledge of customer success KPIs and the ability to track, analyze, and report on these metrics to drive continuous improvement.
• Strong understanding of customer segmentation and the ability to develop targeted strategies for different client groups to maximize retention and activation rates.
• Ability to manage client escalations and resolve complex issues through effective communication, problem-solving, and collaboration with internal teams.
• Excellent knowledge of customer success automation tools and the ability to implement and optimize these tools to improve efficiency and scalability.