Customer Success Manager

Full Time

We are looking for a Customer Success Manager who will be responsible for improving the customer service experience, creating engaged customers and facilitating organic growth. The successful candidate will take ownership of customer issues and follow problems through to resolution. They will set a clear mission and deploy strategies focused towards that mission, develop customer service procedures, policies and standards, keep accurate records and document customer service actions and discussions, and analyze statistics and compile accurate reports.

Job Description

Major Task

  • Recruit, mentor and develop customer service staff and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilize assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget
  • Maintain an orderly workflow according to priorities
  • Create and implement customer service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyze statistics and compile accurate reports
  • Liaise with other departments to ensure smooth workflow and customer satisfaction
  • Respond to customer inquiries and complaints in a timely and effective manner
  • Set targets for customer service staff and monitor their performance
  • Continuously improve the customer service experience and facilitate organic growth


  • Proven working experience as a customer success manager
  • Bachelor’s degree in Business Administration or a related field
  • Experience in providing customer service support
  • Excellent knowledge of management methods and techniques
  • Proficiency in English
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills