Customer Success Manager

Okoora is looking for an experienced customer success Manager to join our team and help our customers to scale up. As a Customer Success Manager, you will be the primary point of contact for a portfolio of customers. You will be responsible for ensuring high levels of customer satisfaction, driving continuous post-sales engagement, and collaborating with internal teams to focus on customer retention. minimizing churn and maximizing upsell rates that result in continuous renewal and upsell opportunities.

The Customer Success team is responsible for building relationships and helping clients increase their workforce management through consultation, education, and support. Ideal candidates will have the ability to drive strategy coupled with a willingness to roll up their sleeves and execute the tactics.

Roles & Responsibilities

• Oversee the customer onboarding process, ensuring a smooth transition from sales to success.Serve as the main point of contact to build strong, long-term relationships. Manage and optimize client lifecycle at Okoora.
• Build strong relationships with customers, ensuring they receive maximum value from the Okoora platform. Grow product adoption, increase usage and educate the customer on the platform
• Regularly monitor the health of customer accounts, tracking key metrics such as product usage, adoption, and engagement. Identify potential issues before they become escalations.
• Work closely with customers to understand their needs, resolve issues, and ensure they are satisfied with the product or service.
• Proactively identify ways to increase customer retention and reduce churn.
• Act as the point of escalation for any issues customer's encounter. Collaborate with internal teams (technical support, product, etc.) to resolve customer challenges promptly.
• Conduct product training sessions for customers to ensure they understand the full capabilities of the product. Provide ongoing education on new features and best practices.
• Identify opportunities to expand the customer’s use of our products and services by upselling or cross-selling additional features or products

What You Need

• 3+ years previous experience in customer success in a SaaS startup.
• Strong understanding of customer success best practices and customer relationship management tools.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Problem-solving skills and the ability to address customer challenges effectively.
• Proactive, self-motivated, and able to work independently.
• Ability to manage multiple customer accounts simultaneously.
• Strong team-working skills, ability to adapt to a fast-paced, international work environment with a passion for making an impact.
• Strong ability to work independently and within a collaborative team.
• Willing to work Monday-Friday.