Job Description

Key Role & Responsibilities :

- Develop and implement customer success strategies and initiatives to drive customer satisfaction, retention, and growth.

- Establish and maintain strong relationships with key stakeholders, serving as the primary point of contact for customer success-related matters.

- Monitor and analyze key performance indicators (KPIs) such as customer retention rate, product usage metrics like DAU/WAU, and more

- Collaborate with the sales, product, and marketing teams to ensure smooth onboarding, adoption, and expansion processes.

- Proactively identify upsell and cross-sell opportunities to drive revenue growth and expand customer accounts.

- Address customer needs and inquiries, resolving issues and ensuring timely resolution of customer escalations.

- Conduct regular business reviews with customers to assess their progress, identify areas for improvement, and showcase the value delivered by our product.

What we\'re looking for :

- 3-6 years in customer success teams in a SaaS company

- At least 3 years of experience in managing teams across sales, success, support, and other cross-functional teams

- You love building and managing relationships with brands and key stakeholders

- Solution selling - you understand that customers want the benefit and are able to break their needs into possible solutions

- Good at hearing - You are a good listener

- Startup or Entrepreneurial DNA - You love seeing the value you create in a company and are excited to join a fast-growing startup

- Great communication skills - You can write and speak exceptionally well about Wizikey and how it is different

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