Customer Success Manager

22 ore fa


Roma, Lazio, Italia Translated A tempo pieno
About the Role

At Translated, we are seeking a dynamic Customer Success Manager to join our team. This role is crucial in managing our global customer experience and retention programs to amplify net active users and enhance customer satisfaction.

Key Responsibilities
  • Customer Journey Analysis: Conduct in-depth analysis of the entire customer journey for different segments, identifying key touchpoints and pain points to optimize interactions and improve satisfaction and retention.
  • User Segmentation Strategy: Craft and execute a user segmentation strategy to develop efficient CRM actions across multiple channels.
  • Customer Engagement: Develop and implement creative approaches to convert and engage inactive users, organizing email campaigns, or conducting client interviews to solicit dormant customers.
  • Customer Satisfaction Monitoring: Contact selected clients to monitor satisfaction and suggest additional services.
  • Churn Prevention: Identify potential churning clients and coordinate actions to retain them through personalized engagement and targeted interventions.
  • Customer Feedback Analysis: Monitor overall customer satisfaction through surveys (e.g., CSAT, NPS) and by monitoring customer feedback on online platforms.
  • Feedback Loop Process: Establish a structured feedback loop process where customer insights are systematically collected and analyzed, working with Account Managers and Project Managers to implement effective action plans based on the feedback.
Requirements
  • Minimum 3 years of experience in customer success, retention, and/or lifecycle marketing, with a strong emphasis on churn management and reactivation campaigns.
  • Fluent in English; proficiency in additional languages is a plus.
  • Exceptional communication skills and the ability to work effectively across teams and projects.
  • Deep understanding of retention and reactivation metrics (churn, reactivation, engagement), with experience in developing email marketing A/B/n testing plans.
  • Proficient in Microsoft Excel or Google Sheets.
  • A customer-obsessed, proactive mindset, capable of strategic thinking and detailed execution.
  • Ability to work as a team player and meet individual performance goals and KPIs.
  • Knowledge of SEO and other online marketing disciplines is preferred but not essential.


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