Job description for Customer Success at Labamu
Responsibilities:
Serve as a trusted advisor and advocate for a portfolio of customers.
Onboard new customers and ensure a smooth handoff from Sales.
Monitor customer health and take proactive steps to improve satisfaction and retention.
Identify upsell, cross-sell, and renewal opportunities.
Analyze product usage data to offer strategic guidance and support.
Collaborate with Product, Support, and Sales teams to resolve issues and capture feedback.
Deliver quarterly business reviews (QBRs) and other strategic check-ins.
Develop and maintain best practices for customer engagement.
Requirements:
Bachelor’s degree or equivalent experience.
2+ years in a customer-facing role (Customer Success, Account Management, or similar).
Strong communication, problem-solving, and relationship-building skills.
Experience working with CRM or CSM tools (e.g., Salesforce, Gainsight, HubSpot).
Ability to manage multiple clients and priorities effectively.
Empathy, patience, and a customer-first mindset.
Nice to Have:
Experience in SaaS or tech industry.
Familiarity with customer journey mapping and success planning.
Technical aptitude or experience working with APIs/integrations.
