Customer Success Manager

Who We Are
Design Source Media is a tech company that happens to build WordPress Websites for marketing agencies, professional speakers, and small businesses.

Who We're Looking For
We're seeking a dedicated Customer Success Manager to help our clients get the most value from our products and services. This is a full-time remote position, perfect for someone who thrives in a night-shift environment catering to U.S. clients.

Type of Work:
Full-Time Remote Position
Night Shift (9PM - 6AM PH Time)

Personality Traits:
Loves the role of ensuring customer success and satisfaction
Excellent people skills to build and maintain strong client relationships
High level of integrity and a keen attention to detail
Proactive mindset, always looking for ways to improve and add value

Work Schedule:
Committed to working 8 hours a day, 5 days a week

Responsibilities
Client Onboarding: Guide new customers through the initial setup process, utilizing your experience in Monday.
Customer Retention: Monitor customer engagement and implement strategies to reduce churn, drawing on your experience in a Client Success Role.
Account Management: Conduct regular account reviews to identify potential issues and areas for growth, leveraging your project management expertise for organized and detail-oriented reviews.
Upselling and Cross-Selling: Identify opportunities for additional revenue streams, utilizing your experience with Click Funnels.
Product Feedback: Gather and analyze customer feedback for product development, incorporating your detail-oriented approach.
Customer Support: Resolve issues and answer queries to ensure customer satisfaction. Manage customer replies diligently and be responsible for double-checking all interactions.
Training and Education: Lead educational sessions to help customers maximize product utility, where your organizational skills will be crucial.
KPI Monitoring: Track and report on key performance indicators.
Internal Communication: Update the team on customer success metrics and potential risks, ensuring clear and concise communication. Be responsible for double-checking all internal communications.
Strategic Planning: Work closely with clients to develop long-term success plans, utilizing your project management and strategic thinking skills.

Experience
3+ years of experience in Customer Success, Account Management, or a similar role.
Strong communication skills, both written and verbal.
Technical aptitude with experience in using CRM software.
Data analysis skills, comfortable with metrics and KPIs.
Sales experience in upselling and cross-selling is a plus.
Bachelor's degree in Business, Marketing, or a related field.

How We Will Help You Succeed
Comprehensive Training: We offer an in-depth onboarding process and continuous learning opportunities.
Supportive Team: Work alongside a team of experts who are there to help you every step of the way.
Cutting-Edge Tools: Gain access to the latest software and technology to perform your role effectively.
Data-Driven Culture: We value metrics and data, making it easier for you to measure your success.
Career Growth: Opportunities for advancement in a rapidly growing company.

Employment Type
This is a full-time role, and we're not looking for an agency.

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Salary Range: Php 45,000 to 52,000

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