Customer Success Manager

*Customer Success Manager*

As a Customer Success Manager at FCRF, you will serve as a trusted partner to our clients, guiding them throughout their journey and ensuring they get maximum value from their memberships. You’ll work closely with all members of our team to support adoption, drive retention, and build long-term relationships that lead to mutual success.

*Areas of responsibility:*

* Be the main point of contact for our clients assigned to you, always there to help and train them on new tools and services
* Own and manage new client onboarding – understanding their business goals and teaching them how to use and get value from FCRF’s platform
* Build, execute, and manage ongoing success and engagement plans tailored to each client
* Represent the voice of the customer and advocate for client needs internally, influencing the product roadmap
* Lead internal cross-functional improvement projects to enhance the client experience, boost product adoption and client retention
* Create new revenue opportunities for the company by upselling additional products to existing members

*Requirements:*

* 5+ years of experience as a Customer Success Manager in a B2B SaaS environment
* Experience working with international clients
* Strong presentation and communication skills, with confidence working with senior stakeholders
* Proven ability to create and manage onboarding journeys and long-term success plans
* Comfortable taking initiative, working independently, and adapting quickly to change
* A team player with high energy, agility, and a positive attitude
* Knowledgeable in the diamond trade and its subject matter
* Candidates with diamond industry knowledge are strongly preferred
* English – Mother-Tongue / High proficiency level

Job Type: Full-time