Customer Success & Support Manager

Purpose

The Customer Success & Support Manager is a strategic leader who oversees both Customer Success and Support functions, ensuring high customer satisfaction, reducing churn, and improving service processes.

The main goal is to build an effective support and success system using analytics, automation, and proactive strategies.

Experience

5+ years in Customer Success / Customer Support (B2B, SaaS, fintech, e-commerce).
Experience leading both Success & Support teams (hiring, training, motivating).
Hands-on experience with Helpdesk, CRM, and analytics tools.
Strong background in customer metrics management (CSAT, CES, NPS, Churn Rate, Expansion Revenue).
Experience in automation and self-service implementation.

Key Skills

🔹 Customer focus ability to anticipate needs and address customer pain points.
🔹 Data-driven mindset experience with BI dashboards and analytics.
🔹 Strategic thinking expertise in Customer Journey Mapping and retention strategies.
🔹 Communication & Negotiation ability to engage with C-level executives and clients.
🔹 Flexibility & Adaptability ability to work in a fast-changing environment.
🔹 Fluent in English, Russian, Azerbaijani (if required for international clients).

Additional Advantages

Experience in high-load environments (SaaS, fintech, telecom).
Strong BI & analytics skills (Power BI, Tableau, Looker).
Knowledge of ITIL, SLA Management, Customer Experience (CX) frameworks.
Proven experience in multichannel support (chat, email, phone, social media).

Responsibilities

1. Managing the Customer Success Team

• Develop and implement a customer success strategy to enhance engagement and reduce churn.
• Manage key customer accounts (Enterprise, VIP), ensuring long-term relationships.
• Identify customer needs and drive value realization from the product.
• Conduct Quarterly Business Reviews (QBRs) with key clients.
• Collaborate with Sales and Product Management to align customer success initiatives.

2. Managing the Customer Support Team

• Organize and oversee an efficient support team (1st, 2nd, 3rd line support).
• Monitor SLA, FCR, AHT, and other key support KPIs.
• Automate request handling (chatbots, self-service, AI solutions).
• Develop and maintain a knowledge base for customers and internal teams.
• Implement and optimize Helpdesk systems (Zendesk, Intercom, Freshdesk, etc.).

3. Improving Customer Experience & Analytics

• Track and analyse CSAT, CES, NPS, and develop strategies to improve them.
• Investigate churn reasons and implement measures to minimize it.
• Establish customer feedback loops and survey systems.
• Generate reports and insights for leadership on customer experience trends.

4. Team Leadership & Development

• Manage Customer Success & Support teams (hiring, onboarding, training, and performance evaluation).
• Optimize workflows and promote a customer-centric culture.
• Conduct regular training sessions and employee performance reviews.

5. Cross-Department Collaboration

• Work with Sales to ensure smooth customer transitions after deals.
• Coordinate with Product to improve UX and resolve pain points.
• Align with Marketing to develop retention and educational content for customers.