Customer success manager (US hours) (m/f/d)

Your mission

We're growing faster than ever and are on the lookout for a talented customer success manager to join our team. We ve proven airfocus is an up-and-coming industry leader and now, with thousands of users from customers like Shopify or The Washington Post, it s time to add fuel to the fire and scale up customer success alongside our organic product-led growth!

In this role, you will be responsible for continuously driving value for our customers by ensuring smooth onboarding, providing top-notch support, promoting product adoption, communicating best practices, uncovering upsell opportunities, and overseeing the renewal process.

If you re excited about pursuing a role in customer success and look forward to joining a collaborative team working in a fast-paced, ever-evolving environment, you ll be an ideal candidate for this role. We are looking for candidates who are located in and can work during PST hours.

What you'll do:

• Own and drive the whole customer lifecycle.
• Build strong relationships with our key customer stakeholders to understand their needs and ensure their success with airfocus.
• Manage onboarding, drive adoption and engagement.
• Secure customer renewals and identify upsell opportunities.
• Participate in internal cross-functional improvement projects.
• Manage & deliver best-in-class support.
• Listen to user feedback and be the customer's voice in our company.
• Educate our users by creating content for our help center.
• Conduct live demos and training sessions online.

Your profile

• +1 year of customer success or account management experience in a B2B software company.
• Exceptional written and verbal communication skills in English are required. Knowledge of an additional language is a plus.
• You are proactive, organized, empathetic, collaborative, positive, and flexible.
• Experience in product management or similar is a plus.
• Ability to work Pacific Standard Time hours.

Why us?

• Boost your personal development and gain new skills in an exhilarating space.
• Competitive compensation based on prior experience.
• Remote first team: Work from our cool HQ in Hamburg or anywhere - forever!
• Flexible working hours.
• Equipment support: MacBook Pro or notebook and monitor of your choice.
• Learning budget: We enjoy learning and growing while working on hard problems together. Every year you can spend your learning budget on your professional development (courses, books, classes).
• Healthy (and non-healthy!) snacks and beverages (if you're in Hamburg).
• Annual airfolks meet-ups!