Job Description

The Role

As a Customer Success Manager, you will play a pivotal role in ensuring the success of our customers by optimizing their experience, driving engagement, and promoting long-term retention. Your focus will be on building strong customer relationships, guiding them through onboarding, and implementing strategies to retain customers while providing excellent support.

About Us

At Zoko, we enable Shopify brands to turn WhatsApp into their #1 revenue channel. As a leading WhatsApp API provider, we offer a comprehensive platform that helps these brands manage sales, marketing, and customer support seamlessly on WhatsApp. Trusted by top e-commerce merchants worldwide, Zoko empowers brands to engage with their customers, drive repeat revenue, and automate processes. Our cutting-edge features, like conversational commerce and advanced workflow automation, make Zoko the go-to solution for modern businesses looking to scale their operations efficiently

Roles and Responsibilities

• Manage the entire customer lifecycle from onboarding to retention, ensuring a seamless and positive experience.
• Collaborate with cross-functional teams to develop and execute customer engagement strategies.
• Analyze customer data to track retention and churn, using tools to create and present retention charts and insights.
• Design and implement customer success plans, including onboarding programs, training sessions, and ongoing engagement initiatives.
• Lead retention marketing efforts by collaborating with marketing teams to design campaigns focused on customer satisfaction and loyalty.
• Act as the main point of contact for clients, providing timely responses, addressing concerns, and ensuring continuous value delivery from our product.
• Monitor key metrics related to retention and customer success, and suggest improvements based on data-driven insights.
• Conduct regular check-ins with clients to ensure product satisfaction and optimize their usage.
• Identify potential upsell and cross-sell opportunities by understanding the customer's evolving needs.

What are we looking for

• Experience: Minimum 4 years of total work experience with at least 2 years of experience in Customer Success or Onboarding roles with SaaS products.
• Skills: Proven experience in retention marketing, onboarding, and customer engagement strategies.
• Analytical mindset: Ability to create retention charts, analyze customer data, and develop actionable strategies based on insights.
• Tools: Good Excel skills for data analysis and report creation.
• Communication: Excellent communication and interpersonal skills, capable of building strong relationships with clients and internal teams.
• Problem-solving: Proactive in identifying customer challenges and providing effective solutions to enhance their experience.
• Bonus: Prior experience working in a fast-growing startup or experience using account management CRMs to track and manage customer relationships.