Customer Success Manager, Digital

POSITION SUMMARY

The Customer Success Manager, Digital will be responsible for managing a high-volume portfolio of customers, ensuring their satisfaction, retention, and growth. They will play a pivotal role ensuring that customers achieve their desired outcomes at scale, leading customers across a defined customer journey and implementing strategies that result in measurable customer results, high retention and growth rates and high NPS/CSAT. The ideal candidate will have a strong understanding of operational processes and a proven track record of managing customer accounts at scale. They will also possess excellent communication and problem-solving skills and be comfortable working in a fast-paced, dynamic environment. The Customer Success Manager will work closely with cross-functional teams including Sales, Operations and Support to ensure a seamless customer experience and ensure that customers achieve their business goals. This role will be a remote position based out of Colombia. 

This individual will report to the Director, Customer Success.

RESPONSIBILITIES

• Develop and maintain strong relationships with key decision-makers and stakeholders with Velocity Global’s customers in the Digital segment. 
• Understand customer’s business needs and goals and provide solutions and guidance to help achieve them.
• Collaborate with cross-functional teams, including sales, product, operations and customer support to ensure the best possible outcomes for customers.
• Monitor customer satisfaction levels, proactively identify issues, and work to resolve them in a timely and effective manner.
• Develop and implement strategies to control customer churn and maximize retention rates.
• Develop and implement strategies to increase customer growth, satisfaction and drive CSAT scores.
• Regularly report on customer performance and progress to internal stakeholders.
• Serve as the primary point of contact for assigned accounts, providing service in a scaled manner
• Collaborate with the customer support team to ensure customers receive timely and effective support.

QUALIFICATIONS/SKILLS

• Bachelor’s degree in business, marketing or related field.
• 2+ years of experience in account management or related fields.
• Strong communication and interpersonal skills.
• Proven track record of building and maintaining strong relationships with customers at scale.
• Ability to work collaboratively with cross-functional teams.
• Strong analytical skills, with the ability to gather and interpret data to inform strategic decisions.
• Strong organizational skills and attention to detail.
• Ability to work in a fast-paced, dynamic environment.