ManyChat
ManyChat
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Head of Customer Success
Remote
ManyChat is a platform that helps businesses all over the world to interact with their users. We're creating the tool that enables a business to bypass slow and ineffective channels of communication, and interact with millions of clients in real time.

ManyChat offers an exciting opportunity to join the rapidly growing Customer Success team as the Head of Customer Success. This role suits someone who is currently managing a Customer Success team or someone who is a Senior Customer Success Manager, ready to take their first step into management.

Roles and Responsibilities
Team Management
  • Deliver 1:1s with the team to ensure KPIs are being met.
  • Half-yearly performance reviews.
  • Assisting in the recruitment of additional Customer Success Specialists into the team.
  • Mentor and coach existing team members to achieve their professional goals.
  • Participate in the creation of quarterly OKRs and the corresponding KPIs that will lead to the completion of the OKRs.
  • Understanding the teams strengths and weaknesses and presenting feedback to the Director of Customer Success & Support on ways we can improve.
Customer Success Tasks
  • Onboard new clients to ManyChat, and get them excited about the product.
  • Help the customer achieve initial value from ManyChat as quickly as possible.
  • Be an advocate for ManyChat automation and champion its adoption.
  • Proactively engage with clients via email (or other means of communication of their choice) with the goal of maintaining relationships and helping them succeed with ManyChat.
  • Constantly ensure that your assigned customers are happy with the product by monitoring their health score, identifying any fixing any declines in a timely manner.
  • Understand the clients business objectives and translate them into Automations that deliver value quickly.
  • Working with clients who signed partnership agreements with us, make sure that they are successful and meet the expectations we set for them.
  • Drive activation, conversion to paid accounts, contacts and their engagement increase for the assigned clients by providing all the proactive and reactive help that is needed.
  • Provide an extraordinary Customer Success experience.

Required Skills and Experience
  • 3+ years of experience in Customer Success and people management.
  • SaaS background, ideally with experience in Product Led Growth.
  • Experience in mentoring/coaching and providing feedback.
  • Fluent in both English and Russian, written and verbal.
  • Highly organised individual who is accountable for their own time.
  • Experience in an organisation that has large customer numbers and a low touch Customer Success model is advantageous.
  • Ability to be a creator, if something doesn't exist, build it.
  • Experience in being an escalation point and having difficult conversations.

What we offer?
  • Opportunity to drive and grow their own team.
  • Develop their skills and be supported in the growth as a Customer Success Leader.
  • Be heavily involved in the decision-making regarding the business's Customer Success Strategy.
  • Be surrounded by people who are passionate and get things done.
  • Benefits
  • Competitive salary.
  • MacBook Pro is provided.
  • Voluntary medical insurance.
  • Fitness discounts.
  • Corporate English courses (Skyeng and ITalki).
  • Remote work. You can work from any part of the world.
  • Team building events and more.

Head of Customer Success

ManyChat is a platform that helps businesses all over the world to interact with their users. We're creating the tool that enables a business to bypass slow and ineffective channels of communication, and interact with millions of clients in real time.

ManyChat offers an exciting opportunity to join the rapidly growing Customer Success team as the Head of Customer Success. This role suits someone who is currently managing a Customer Success team or someone who is a Senior Customer Success Manager, ready to take their first step into management.

The Role
As the Manager of Customer Success, you will be responsible for managing a team of Customer Success Specialists. This is a newly established team which has been specifically designed to build meaningful relationships, resulting in higher customer loyalty and increased revenue. This role reports directly to the Director of Customer Success & Support.

Your job would be to set and track clear KPIs for the Customer Success team which will result in the department reaching the departmental OKRs. In addition to this, you will be responsible for the professional development of the existing Customer Success Specialists.

Initially, you will manage a team of no more than 3, but with ManyChat's forecasted growth, this will expand up to a team of 8 Customer Success Specialists over the coming months. You will be accountable for the results, growth and wellbeing at work of the team.

This role is a player-coach role, to begin with, and the expectation is that you will spend 50% of your time doing the "day to day" duties of a Customer Success Specialist and the remaining 50% of the time managing the team. As the team grows and the department expands, less time will be spent doing the "day to day" (see Customer Success Tasks below) duties and the role will become primarily focused on managing the team.

Alongside the management and operational Customer Success tasks, you will have the opportunity to help shape the direction of this team by making process suggestions and working closely with the Director of Customer Success & Support on the strategic direction of the team.

Roles and Responsibilities
Team Management
  • Deliver 1:1s with the team to ensure KPIs are being met.
  • Half-yearly performance reviews.
  • Assisting in the recruitment of additional Customer Success Specialists into the team.
  • Mentor and coach existing team members to achieve their professional goals.
  • Participate in the creation of quarterly OKRs and the corresponding KPIs that will lead to the completion of the OKRs.
  • Understanding the teams strengths and weaknesses and presenting feedback to the Director of Customer Success & Support on ways we can improve.
Customer Success Tasks
  • Onboard new clients to ManyChat, and get them excited about the product.
  • Help the customer achieve initial value from ManyChat as quickly as possible.
  • Be an advocate for ManyChat automation and champion its adoption.
  • Proactively engage with clients via email (or other means of communication of their choice) with the goal of maintaining relationships and helping them succeed with ManyChat.
  • Constantly ensure that your assigned customers are happy with the product by monitoring their health score, identifying any fixing any declines in a timely manner.
  • Understand the clients business objectives and translate them into Automations that deliver value quickly.
  • Working with clients who signed partnership agreements with us, make sure that they are successful and meet the expectations we set for them.
  • Drive activation, conversion to paid accounts, contacts and their engagement increase for the assigned clients by providing all the proactive and reactive help that is needed.
  • Provide an extraordinary Customer Success experience.

Required Skills and Experience
  • 3+ years of experience in Customer Success and people management.
  • SaaS background, ideally with experience in Product Led Growth.
  • Experience in mentoring/coaching and providing feedback.
  • Fluent in both English and Russian, written and verbal.
  • Highly organised individual who is accountable for their own time.
  • Experience in an organisation that has large customer numbers and a low touch Customer Success model is advantageous.
  • Ability to be a creator, if something doesn't exist, build it.
  • Experience in being an escalation point and having difficult conversations.

What we offer you?
  • Opportunity to drive and grow their own team.
  • Develop their skills and be supported in the growth as a Customer Success Leader.
  • Be heavily involved in the decision-making regarding the business's Customer Success Strategy.
  • Be surrounded by people who are passionate and get things done.
Benefits:
  • Competitive salary.
  • MacBook Pro is provided.
  • Voluntary medical insurance.
  • Fitness discounts.
  • Corporate English courses (Skyeng and ITalki).
  • Remote work. You can work from any part of the world.
  • Team building events and more.
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