Customer Success Manager

Description

Job Summary: A Customer Success professional responsible for defining and managing communication and retention strategies to ensure maximum product usage and fulfillment of commitments. Key Highlights: 1. Team leadership in Customer Success 2. Focus on customer retention and loyalty 3. Agile and challenging work environment **Your Daily Responsibilities:** * Define, implement, and manage a customer communication strategy to keep customers consistently informed about events affecting their journey; * Implement strategies to ensure customer retention and loyalty; * Continuously measure indicators affecting the customer journey that may jeopardize contract renewal; * Work to enable customers to achieve the highest possible utilization rate of the products and services they purchased; * Map internal customer success indicators proactively to assess how effectively the purchased product or service contributes to achieving the customer’s objectives; * Coordinate and integrate various company departments to ensure consistent fulfillment of promises made to customers during the sales process; * Keep customers closely engaged and collaborate with them—co-creation—to support business expansion at the customer level while encouraging cross-sell, up-sell, increased sales conversion rates, and improved customer retention rates; * Collaborate tirelessly and cooperatively with sales and support teams so customers clearly perceive the benefits of contract renewal; * Learn from customer insights and jointly develop recommendations with the Product team to ensure products and services succeed without causing friction for the customer; * Act swiftly to activate product and service usage so customers begin using them promptly; * Plan and execute customer onboarding, training and motivating customers to achieve high utilization rates of purchased products and services; * Verify with internal departments adherence to SLAs impacting the customer journey; * Lead the Customer Success team. **Requirements:** Communication skills; Problem-solving skills; Product knowledge; Data analysis; Project management; Negotiation. **Desired Knowledge:** Experience in technology or SaaS companies. Knowledge of the Food Service market. **What We Offer:** Competitive salary, hybrid work model. **Well-being Benefits:** Happy Day on your birthday—a day off for personal time; Team celebrations; Emotional thermometer; Workplace gymnastics; Emotional health program. **What We Expect from an ACOM Professional** Hard skills; Soft skills; Organization, determination, proactivity, commitment to goals and results; Demonstrate commitment to our customers’ success; Collaborate with leadership; Act as an owner of the business; Be open to knowledge sharing; Stay updated in your field of expertise. **What It’s Like to Work at ACOM:** Our team is exceptional—we collaborate and make things happen together. Our culture is agile, and we are constantly evolving. We work with autonomy and creativity. The workplace is relaxed, inclusive, and full of challenges! We encourage professional growth and development of our employees. **Our Selection Process:** Application; Personality assessment; Resume review; HR interview; Manager interview.