The Customer Success Manager will be responsible for building and maintaining strong relationships with our customers, ensuring that they derive maximum value from our products and services. This role is crucial to the success of our customer retention and satisfaction efforts. The ideal candidate will have excellent communication skills, a deep understanding of customer needs, and a passion for delivering exceptional service that fosters long-term relationships.

As a Customer Success Manager, you will work closely with both the sales and support teams to ensure our customers have the resources and guidance they need to succeed. You will be instrumental in identifying opportunities to enhance customer experiences, ensuring that Fun On Foot Company continues to grow its base of satisfied and loyal customers.

• Guide new customers through the onboarding process, ensuring they have a seamless experience from the start.
• Provide training and resources to help customers effectively use our products and services.
• Proactively identify customer challenges and collaborate with internal teams to resolve issues quickly and efficiently.

• Build and maintain strong, long-term relationships with customers to drive retention and satisfaction.
• Serve as the primary point of contact for customer inquiries, providing timely and accurate responses to support their needs.
• Conduct regular check-ins with customers to gather feedback, assess their satisfaction, and ensure their goals are being met.

• Act as the voice of the customer within the company, advocating for customer needs and working cross-functionally to improve products and services.
• Identify opportunities for upselling or cross-selling additional products and services that enhance customer success.
• Develop strategies to reduce churn and improve customer loyalty, including identifying at-risk customers and taking proactive steps to retain them.

• Track and measure customer success metrics, including satisfaction scores, retention rates, and product usage, to evaluate performance and identify areas for improvement.
• Use CRM tools and customer feedback to monitor customer health, generate reports, and provide insights to leadership on customer trends and needs.
• Help develop and implement processes to optimize customer success and efficiency.

• Work closely with sales, product, and marketing teams to ensure customer needs are met and expectations are exceeded.
• Assist in the creation and delivery of customer-facing materials such as product documentation, tutorials, and best practices.
• Contribute to the continuous improvement of our customer success processes, identifying opportunities for automation and scalability.

• Bachelor’s degree in business, marketing, communications, or a related field.
• Minimum of 3 years of experience in customer success, account management, or a related customer-facing role.
• Experience in a fast-paced, customer-centric environment is highly preferred.

• Strong communication skills with the ability to build rapport and effectively communicate with customers at all levels.
• Problem-solving mindset with the ability to resolve complex customer issues.
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and other customer success tools.
• Ability to analyze customer data and use insights to drive decisions and improve customer experiences.
• Exceptional organizational and time-management skills, with the ability to handle multiple priorities.

• Customer-first mentality with a passion for delivering excellent service.
• Proactive, self-motivated, and able to work independently as well as collaboratively within a team.
• Strong attention to detail and an ability to manage customer needs with care and precision.
• Positive, empathetic, and professional attitude, especially when dealing with challenging situations.

• Competitive Salary based on experience and qualifications.
• Health Insurance (medical, dental, and vision).
• Paid Time Off (vacation days, holidays, and sick leave).
• Retirement Plan (401(k) with company match).
• Professional Development opportunities, including training, workshops, and certifications.
• Flexible Work Arrangements to support work-life balance. Work from Home.