Customer Success Manager

About Us:

Celery’s AI-powered tools help payroll teams reduce costs and minimize risk to the bottom line, identifying discrepancies, inefficiencies and trends that aren’t visible in a spreadsheet.

It is the extra pair of eyes you need to reduce your payroll costs. It finds needles in your haystack of records: like unauthorized overtime. Miscalculated pay. Inaccurate deductions.

Responsibilities

• Customer Onboarding: Manage the onboarding process for new customers, ensuring seamless account setup, configuration setup, providing initial training, and helping customers understand how to use the platform effectively.
• Client Interaction: Serve as the first point of contact for customers experiencing technical issues, providing prompt, accurate, and empathetic customer service.
• Meeting Coordination: Assist in setting up meetings with customers for Product, R&D, and Sales teams, ensuring smooth communication and scheduling.
• Issue Resolution: Collaborate with internal teams to troubleshoot technical problems, ensuring timely resolution.
• Problem Solving: Handle dynamic situations during calls, demonstrating the ability to improvise and provide clear, effective solutions to the customer.
• Data Analysis: Analyze customer usage data to identify opportunities for improving customer performance and achieving success metrics.
• Feedback Loop: Collect and analyze customer interactions and feedback to offer actionable insights for product development and enhancement.
• Documentation: Create, update, and maintain support documentation to ensure customers have access to up-to-date resources.
• CRM Management: Maintain accurate records of customer interactions and updates in our CRM system.

Qualifications

Professional Background:

• Between 1-3 years of previous experience in a Customer Success role in a SAAS, preferably in fintech - Must

Skills & Experience:

• Fluent English communication skills (written and verbal) - Must.
• A degree in Business, Finance, or a related field.
• Strong analytical and problem-solving skills, with attention to detail.
• Proven ability to handle multiple tasks simultaneously, managing time effectively in a fast-paced environment.
• Team player with excellent interpersonal skills and the ability to collaborate across teams.
• Proficiency in CRM tools and customer success software.
• Demonstrates initiative and takes ownership of tasks with minimal supervision.

Personal Attributes:

• Detail-oriented with a focus on accuracy and organization.
• Ability to think critically and adapt during real-time customer calls.
• Proactive attitude with a willingness to learn and improve processes.