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Pi Labs
Pi Labs

Customer Success Manager /Hybrid Product/



Product, Customer Service, Sales & Business Development
Sofia, Bulgaria
Posted on Wednesday, June 5, 2024

Аbout us:

OfficeRnD has one mission - making flexible and hybrid working a norm rather than an option!

We started building our SaaS platform back in 2015 to support the future of work. We believe that having freedom and flexibility is the way to provide better workspace experience. And that’s what enables us to develop products that matter - for our customers and for the world.

The company has offices in Bulgaria, USA, UK, Australia and our teammates are the ones getting us to the top in our market niche.

So if you live and breathe technology as well, come and join us!

About the role:

As a Customer Success Manager you will be on a mission for the successful implementation and adoption of OfficeRnD Hybrid on the customer side. You will play a pivotal role in overseeing and enhancing our customer success initiatives. You will be responsible for managing and nurturing client relationships, driving adoption and satisfaction. This role is ideal for an experienced individual who can bring a strategic and senior perspective to our customer success efforts.

What you'll do:

  • Own the Net Revenue Retention for your assigned book of business;
  • Build a relationship with the client - anticipating their needs, future business plans, and proactively attending to their roadblocks before they occur;
  • Manage customer experience from implementation to renewals;
  • Perform executive business reviews and contract renewals with the customers, ensuring that their plans are going well and are on track;
  • Implementing customer success methodologies to reduce churn, and increase customer loyalty;
  • Convert concerned customers into advocates of OfficeRnD through superior customer care;
  • Clearly communicate instructions and guidance to our customers via written communication and/or web assistance meetings;
  • Define and analyze customer success KPIs to identify areas for improvements;
  • Present new and valuable software features to customers helping them expand and system adoption;
  • Capture customer’s feedback and feature requests, communicate them clearly to the product management team and add them to the backlog in order to continually improve the customer experience;
  • Research reported problems, work with the product and support teams to isolate and confirm bug reports;
  • Collaborate with cross-functional teams, including Product, Sales, and Engineering, to ensure a seamless customer experience.

What you bring:

  • Experience in Customer Success or Account Management roles, preferably in SaaS;
  • Experience with being responsible for customer revenue growth;
  • Proven customer-focused mindset.
  • Ability to identify and manage customer escalations;
  • Excellent communication and interpersonal skills, experience in leading online meetings;
  • Great time-management skills;
  • Proficiency in spoken and written English;
  • Experience in contract negotiations in sales or customer success;
  • Customer onboarding / implementation experience is an advantage;
  • Knowledge of existing tech stack: Microsoft 365, G Suite, Hubspot, Pendo, JIRA, Looker is an advantage.

What we offer in return is the opportunity to join a talented team and also enjoy:

  • Premium health insurance incl. dental;
  • 25 days off a year;
  • 1 additional day off for your birthday;
  • 3 days off for volunteering;
  • Full remuneration of your first 3 days of sick leave;
  • Flexible start and end of the working day and hybrid working mode, including a combination of remote and on-site (a minimum of 40% of the monthly working time);
  • A fantastic work hard/play hard start-up environment - we have numerous social events and team outings;
  • Take part in many sports activities and enjoy a co-funded MultiSport card;
  • Opportunity to work in Bulgaria’s top tech incubator/coworking space – Campus X.

If this sounds like the right opportunity for you, we would be happy to talk soon! Apply now!