Customer Success Manager

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We're looking for a dynamic and proactive Customer Success and Service Manager to join our team and play a pivotal role in driving customer satisfaction, retention, and growth.

This unique position combines the forward-thinking strategies of customer success with the responsive, problem-solving orientation of customer service. The ideal candidate will be responsible for both preventing and resolving issues, ensuring customer satisfaction, and driving the successful adoption and maximization of our products.

You will be crucial in building strong relationships and promoting long-term success and loyalty among our customer base by overseeing the customer journey from initial onboarding through ongoing engagement and support. If you're passionate about health and wellness and want to make a real impact in people's lives, read on.

This is NOT for you if:

-You're looking for just another job or want to juggle multiple clients
-You plan to outsource the work or apply an agency model
-You're not willing to fully commit to our team and mission
-You don't have a passion for health, wellness and personal development
-You're not hungry to continuously upskill and stay at the cutting edge of customer success
-You're NOT a collaborative team player who holds yourself accountable

Are you our Ideal Candidate? Here's what we're looking for:

Our ideal candidate is someone who aligns with our core values while possessing A-player qualities. To make it clear for anyone who wants to join us, you can check out our Culture Slide Deck here: Upgrade to see actual info

What's In It For You:

-Be part of a successful, rapidly scaling team managing multiple 7-figure wellness brands
-Opportunity to make a massive impact and earn increasing rewards as we grow
-Fully remote role with competitive compensation and non-monetary benefits
-Accelerated career growth with skill development through real-world experience

At Mettlence, we invest heavily in our team and you'll have the chance to learn by doing, receive actionable feedback, and quickly progress in your career. We want a highly skilled CSM who is confident yet humble, and eager to keep leveling up their game. If you're ready to go all-in with a high-performing team, this is the role for you.

The Role:

As a Customer Success Manager, you will own the post-sale customer journey and be responsible for driving retention, maximizing lifetime value, and generating referrals. Your mission is to help customers achieve their health and wellness goals while proactively identifying expansion opportunities.
We're looking for an experienced, data-driven CSM with an entrepreneurial spirit to help optimize our processes and results. The ideal candidate has a proven track record in customer support and a passion for leveraging cutting-edge strategies to delight customers.

Responsibilities:
-Provide exceptional onboarding and ongoing customer support via email, phone, and chat
-Proactively engage customers to understand their goals, challenges, and feedback
-Identify churn risks and expansion opportunities through data analysis
-Collaborate cross-functionally to improve the customer experience and drive key metrics
-Generate referrals through a creative and compelling program
-Develop SOPs and playbooks to increase team efficiency and performance
-Consistently achieve ambitious KPIs around retention, growth, and customer satisfaction

Requirements:
-5+ years of customer support experience
-Proven results in reducing churn and increasing revenue
-Top-notch communication skills and customer-centric mindset
-Analytical and data-driven with experience managing a book of business
-Self-starter with strong problem-solving skills
-Ability to build relationships and influence without authority
-Passion for health and wellness

Work Schedule:

This role follows the Singapore Standard Time (SGT) and operates Monday to Friday, 10 AM to 6 PM. We respect work-life harmony and want to ensure you can maintain a healthy circadian rhythm while delivering exceptional results for our customers. If you're an A-player CSM looking to catapult your career at a fast-growing, mission-driven company, we want to hear from you! This is a unique opportunity to make a real difference in people's lives while reaching your full potential.


*This is a fully-remote position, but you are expected to be reachable and online from 10am-6pm, Mon-Fri. We are looking for someone to work with us exclusively in this role (no agency model, outsourcing, multiple clients, or significant side projects).

Curious about our team and work culture?


Check out our 2024 Mettlence Team Retreat here: Upgrade to see actual info