THE ROLE

We’re looking for a results-driven and customer-focused Online Customer Success Manager to join our Customer Service Team. You will build strong relationships with our high-value corporate and business clients, engaging proactively before and after their orders to ensure exceptional customer satisfaction. As part of our Welcome Strategy, you’ll onboard new customers, nurture existing relationships, and re-engage lapsed clients to maximize loyalty and lifetime value.

KEY RESPONSIBILITIES

• Deliver outstanding customer service at all times, contributing to customer success metrics, retention rates, and revenue growth.
• Proactively connect with clients to understand their needs, drive engagement, and uncover growth opportunities.
• Ensure smooth onboarding and rollout for new customers, helping them realize the full value of our products and services.
• Identify and re-engage declining or lapsed customers, using insights to win back their business.
• Collaborate with internal teams by sharing customer feedback and requests to drive continuous improvement.
• Manage customer inquiries across phone, email and web chat channels, ensuring timely and effective resolutions.
• Maintain accurate CRM and data records while suggesting improvements for efficiency and accuracy.
• Provide strategic support to customers to help them achieve their goals using our products and services.