Customer Support Success Manager

As a member of the Customer Success & Product Education team, the Customer Success Manager plays a vital role in delivering exceptional client support and ensuring smooth resolution of product-related issues. Acting as the bridge between client-facing teams, clients, and the product/tech teams, the CSM is responsible for resolving bugs, managing client support & product inquiries, and contributing to improving client satisfaction and internal processes.

Key Responsibilities

Primary Responsibilities (Day-to-Day Area of Focus)

Bug Resolution and Management

Serve as the primary point of contact for bug resolution including:

1. Receiving information from Account Executives (AEs) and Account Managers (AMs).
2. Resolving bugs where possible, escalating to product/tech teams as needed and following up to ensure timely resolution.
3. Fully closing the loop with clients by providing clear updates and final resolutions.

Client Support and Backend Administration

Handle client administration, product support, and backend tasks including:

1. Collecting details from client-facing teams and treating them as if directly received from clients.
2. Managing support inquiries via Intercom and via Support mail, tagging, categorizing, and prioritizing issues.
3. Monitoring and addressing other inquiries as delegated.

Maintain a diligent record of all bugs and issues reported, ensuring transparency and traceability.

Secondary Responsibilities

Client Platform Training

Occasionally assist with client onboardings (to be defined further).

Occasionally lead or support AMs in feature-focus sessions for clients.

Knowledge Base and Resources

Track new FAQs to add and identify resource gaps in Intercom Knowledge Base based on recent client issues or bugs.

Assist in creating educational materials, resources, and marketing content in collaboration with Head of CS.

Client Communication and Feedback

Help to maintain a weekly recap document for AMs summarizing activity from Intercom and inquiries.

Support NPS/client satisfaction survey initiatives including outreach, feedback tracking, and follow-ups.

Required Experience:

Manager

Key Skills