Customer Success Manager (Remote Global)
LearnWorlds, Greece
Job Description
LearnWorlds is on a mission to educate. Our powerful all-in-one platform enables trainers, educators, and enterprises to create and offer unique learning experiences. The cloud-based e-learning platform offers tailor-made solutions, from creating whole e-learning websites to author online courses as well as providing the right tools to sell them on a B2B/B2C function. In this way, Learnworlds aims to offer a holistic online learning experience. A huge emphasis is being given to creating student satisfaction and deep, lasting connections between learners and instructors.
Today, LearnWorlds has c.8500 customers in more than 140 countries and our team is fully remote. However, we also offer the option of working from the office for those who want to mix things up. We have offices in Athens, Chania, and Limassol.
We are looking for a technically savvy Customer Success Manager who possesses a strong drive for results. Duties will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests. Your role as a Customer Success Manager will be to sustain business growth and profitability by maximizing value, as well as mediate between clients and LearnWorlds
- Onboard, provide training and resources to help new clients learn and make the most of our product
- Proactively engage with customers post-implementation to understand evolving needs and challenges
- Handle and resolve customer requests and complaints, with the help of Customer Support and Sales
- Conduct regular check-ins, monitor product usage and customer health, and provide solutions to enhance customer satisfaction
- Report on customer success KPI progress (ie churn rates) on a regular basis
- Identify high-risk clients that are likely to churn and come up with ways to minimize it
- Identify opportunities for upselling or cross-selling to maximize revenue and customer value
- Collect client feedback and communicate it with the Product and Product Design teams to drive product improvements
- Focus on customer loyalty and build close long-term client relationships
Requirements
- At least 2+ years of experience in Customer Support, Customer Success or Sales
- BS or BA degree in Marketing, Communications, or other related fields
- Excellent English communication and interpersonal skills
- Tech-savviness and ability to learn new software
- Highly organized and able to multi-task with strong time management skills
- Self-driven and proactive nature
- Knowledge of customer success processes
- Passion for service, positive attitude, and a team player
- Calm and fast problem-solver
- Excellent presentation skills
- Experience in SaaS would make a huge difference
- Proficiency with CRM software and customer success tools.
- Basic understanding of digital marketing principles will also be a plus
Benefits
- Private life and health insurance plan
- 23 days of paid vacation leave per annum from year one
- Fully remote work if you prefer to work from home and annual home-office allowance.
- Culture committed to work-life balance and flexible hours for each and every employee.
- Company laptop
- 3 early summer Fridays
- Personal training budget per year
- Team educational materials and expenses, subject to management approval
- Eligibility for any additional employee benefits that the company may provide in the future
- Work in one of the globally top 5 e-learning courses platform
- An opportunity to grow alongside us and shape the look and feel of tomorrow's e-learning
- An entrepreneurial, international, and highly motivated team with a flat hierarchy that will both challenge you and help you reach your highest potential
- Annual company retreats (see the video of our latest retreat).