Customer Success Manager NorthAm

at  Virtuagym

As Virtuagym keeps on growing, we are now looking for a new face to complement our Customer Success team. As Customer Success Manager, you will be the first point of contact for our North American customers and manage their success! Will you join us in our quest to create a healthier and happier world?
This is a remote position (within Colombia), where you will be working for our Medellin office. We are looking for a full-time employee. We are a remote-friendly company, meaning you can work from your home (within Colombia) at all times. Additionally, you can work from any location (within the same time zone) you want up to 4 weeks at a time for a maximum of 12 weeks in a year.

WHAT THIS ROLE LOOKS LIKE

As a Customer Success Manager for the NorthAm market, you will be a key player responsible for the success, growth, and development of Virtuagym as well as establishing a strong connection with our customers. You will add to the process of engaging and motivating our customers to use our software and retain our customer base every day.
You will be proactively engaging with our customer base and analyzing activities to improve the experience, expand their usage, and keep them satisfied with Virtuagym.
Additionally, you will be managing some of our Enterprise customers, ensuring their business goals are met as efficiently and effectively as possible. Acting as their consultant, you will take a proactive approach to optimize their use of Virtuagym and drive them to success, through regular meetings, bi-yearly business reviews and close collaboration with Product.

SOME OF YOUR KEY TASKS AS A CUSTOMER SUCCESS MANAGER

• Develop a trusted advisor relationship with customers helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.
• Manage the onboarding process, training and implementation.
• Maintain an in-depth understanding of our product and speak with customers about the most relevant features or functionalities for their specific requirements.
• Act as a product champion, driving adoption by being a true expert and advisor.
• Proactively engage with your customers to identify expansion opportunities.
• Increase renewals and reduce churn by early identification, escalation, and mitigation of risks.
• Be the voice of the customers by collecting and managing feedback/requests, NPS improvement, and analyzing reviews.