Smartwyre’s Post

Customer Success Manager What you’ll do -Manage a portfolio of 2-3MM ARR, driving adoption, outcomes, and renewals that lead to expansion and advocacy. -Partner with clients to accelerate Time to Value and increase customer satisfaction throughout the lifecycle. -Define, execute, and clearly communicate ROI for clients to showcase measurable success. -Establish yourself as a Trusted Advisor, providing innovative solutions and thinking outside the box to meet specific use cases. -Take ownership of the renewal cycle—from forecasting to negotiating early renewals, mitigating churn, and navigating competitive threats. -Create impactful customer content, from account plans and success stories to executive business reviews and save plans. -Represent our company as a domain and product expert, contributing to the cutting-edge space we operate in. -Build deep relationships with key stakeholders, at all levels, within the customer organization to gather feedback and align on future success. -Act as a hub of information for the customer’s needs, creating a closed-loop feedback system that benefits Product Management, Sales, and Marketing. -Collaborate with the Account Manager to identify and capitalize on cross-sell, upsell, and renewal opportunities. -Leverage strong relationships for referrals and advocacy. https://lnkd.in/djANXYxp

Customer Success Manager What you’ll do -Manage a portfolio of 2-3MM ARR, driving adoption, outcomes, and renewals that lead to expansion and advocacy. -Partner with clients to accelerate Time to Value and increase customer satisfaction throughout the lifecycle. -Define, execute, and clearly communicate ROI for clients to showcase measurable success. -Establish yourself as a Trusted Advisor, providing innovative solutions and thinking outside the box to meet specific use cases. -Take ownership of the renewal cycle—from forecasting to negotiating early renewals, mitigating churn, and navigating competitive threats. -Create impactful customer content, from account plans and success stories to executive business reviews and save plans. -Represent our company as a domain and product expert, contributing to the cutting-edge space we operate in. -Build deep relationships with key stakeholders, at all levels, within the customer organization to gather feedback and align on future success. -Act as a hub of information for the customer’s needs, creating a closed-loop feedback system that benefits Product Management, Sales, and Marketing. -Collaborate with the Account Manager to identify and capitalize on cross-sell, upsell, and renewal opportunities. -Leverage strong relationships for referrals and advocacy. https://lnkd.in/dE7ZHyuY

Hi Everyone! I'm hiring! I’m hiring our first Customer Success Manager, who will be the pioneer in creating a post-sales experience that’s as human and effective as the technology we create. About Fixify: We’re an early-stage startup on a mission to revolutionize the way people feel about technology. We believe technology should be a facilitator of happiness, not a source of frustration. We're reimagining IT support as an experience where people feel cared for, not merely 'handled'. 🎯 About the Role: Customer Success Manager You'll play an instrumental role in shaping the customer experience and developing our post-sales process. You'll take a thoughtful approach with your portfolio of customers - ensuring they have a delightful experience every step of the way. Key Responsibilities: - Build Strong Customer Relationships: Establish deep, trusting relationships with our customers to help them maximize the value from our technology. - Stay Ahead of Renewal Risks: Proactively identify and address potential challenges to ensure smooth renewals. - Voice of the Customer: Act as a crucial link for gathering and acting on customer feedback to steer our product development. - Onboarding and Support: Ensure customers receive continuous, high-quality support from the get-go. - Partner with GTM for Growth: Collaborate with our Go-To-Market teams to showcase and expand our product offerings. - Inform with Clear Reports: Provide insightful customer engagement reports to inform leadership decisions. 🌟 About You I’m very open to hiring candidates with different backgrounds, qualifications and skills. If you don’t fit some of the things I’m looking for but still think you’d be a great fit, please explain in your application. That said, here’s what an ideal candidate would look like: - Proven Track Record: You have a history of delivering tangible, positive results for your customers. - Thrives in Dynamic Environments: You excel in fast-paced settings, maintaining positivity and determination. - Innovative in Customer Success: You're passionate about pioneering scalable, innovative customer success strategies. - Strategic Trend Spotter: You use data-driven insights to enhance customer engagement and retention. 🔍 About Me You'll be working closely with me, so here's a bit about my background: I've spent 15 years in cybersecurity, including 7 years at Expel, where I helped build a team that transformed the MDR market. I believe high-performing teams trust each other, know their goals, and measure progress. I like to move fast, work hard, and coach teams to success. While I can't promise this will be the next big success, I guarantee it'll be an exhilarating ride. ✍ To Submit Your Application Ready to join us? Apply here with your resume: https://lnkd.in/etaAUkeD If you encounter any issues, don't hesitate to email me directly ([email protected]) 🙂 .

Always hire customer success managers along with the sales team. Let me explain. Sales staff are hired to: - Raise awareness of your product or service. - Complete the sale once the customer shows interest and buys. But where's the retention? As per Customer Gauge , much as 44% of companies still don't calculate their customer retention rate. Salespeople are often focused on their next sale, leaving customers unattended. Engaging a customer success manager ensures your sales team is dedicated to making sales and retaining customers, providing consistent success and long-term growth. #growth #business #strategy

I was asked in an interview recently what I thought was the difference between Account Management, Customer Success and Support. I thought this was an interesting question as so many companies seem to conflate these three when speaking about Customer Success. The best way I could describe it at that moment was by stating 'Opportunity, Proactivity, and Reactivity' There are obviously better answers but I still feel that it encapsulates them quite well. - Account Managers look for opportunities for commercial gain with clients. - Customer Success proactively seeks out ways to benefit our clients and potential redundant flags that may arise and need addressing early. - Support reacts to issues, technical queries and certain knowledge gaps when they occur. Let me know what you think and if there is a better answer!

From Frustrated Fixer to Fearless My Customer Support to Sales Specialist Journey.. Ever think the person solving your tech woes could be the one selling you the next big solution? That was me 7 years ago, on the customer support front lines. Headsets, endless tickets and a smile for every frustrated caller- it was my daily grind. But here’s the thing: I thrived on understanding customer needs. Every interaction was a puzzle- how could I use my knowledge to make their day better? One day it clicked. These weren’t just support calls, they were conversations filled with potential. Customers weren’t just problems, they were opportunities to create real value. That’s when I decided to take a leap. I spoke to my manager, enrolled in every sales training I could find and soaked up product knowledge like a sponge. It wasn’t easy- the transition from supporter to seller required a mindset shift. But the fire in me was real. Today, I’m more a Sales specialist and let me tell you, there’s no greater satisfaction than seeing a customer’s eye light up when they discover how a product can truly transform their business. It’s the same thrill of solving a problem but on a whole new level. My customer support background isn’t baggage, it’s my superpower. I understand customer pain points on a visceral level and that fuels my passion for crafting solutions that make a difference. So to all my fellow customer support warriors out there, this is your sign, your expertise is valuable. If you have the drive, the world of sales could be waiting for you, filled with exciting challenges and the immense reward of building lasting customer relationships. #customersupport #sales #carrershift #neverstoplearning

Is your handshake broken? To keep customers, you need to get this right and you have one chance. The handoff from sales to customer success is often poorly crafted. What I see so many times looks like a botched attempt to perform a hive-five and a fist bump together. ✋ One person goes for a high-five, the other, a fist bump. 🤛 What happens is one person's hand covers the other's fist. Awkward. 🤝 What you want is a smooth transition, where everyone is in sync. To do this, get customer success or account management involved earlier. How early is too early? Map out your process. Find where your deals usually fall apart. Start there. This will take science and art to find the right inflection point. Use the provided Engagement Transition model as a starting point. ----- ♻ Found this helpful? Please consider resharing. P.S. Want help setting this up or more details? DM me to learn more about Upgrade's business services.

✨ Why you should hire an in-house Customer Advocate ✨ (or up-skill your current talent) As a market researcher / consultant, I do customer advocacy for a living. I see the need and the demand across functions, from start-ups to corporations. I love my job and I want you to fire me as soon as you can. A bit risky to say, in this economy 👀 Let me explain. As an outsider, I serve as a kickstarter for customer advocacy and a trusted sparring partner for marketing leaders and product owners. I facilitate meaningful conversations between colleagues, and make customer value everyone's business. But, in the long run, companies will miss out on the benefits of customer advocacy by relying on me or a team of consultants to take care of the most important aspect of their business: knowing their customers. 🫶 In the ideal world, a Customer Advocate is not an outsourced role. Customer Advocate is like an internal consultant, keeping everyone at check with the customer's interest at heart. Hiring or up-skilling an in-house customer advocate is a strategic investment. They become ingrained in your company culture, intimately understanding your unique goals and challenges. 🤝 Unlike external consultants, they're always available, building relationships across departments and advocating for the customer at every turn. This leads to more nimble decision-making, quicker responses to feedback, and ultimately, a stronger customer-centric culture that drives long-term growth and loyalty. *** 🧐 Not sure about this customer-centricity and customer advocacy rap? Let the authorities convince you. This is something the major consulting firms consistently talk about, typically referencing to Design, Customer Centricity and Customer Experience. I'll drop a couple of links below 👇

🔹My Commitment to Excellence: Delivering Exceptional Customer Service & Sales Solutions 🔹 In the fast-paced world of customer service and sales, standing out means not just meeting expectations, but consistently exceeding them. I am driven by a genuine passion for understanding client needs, solving complex challenges, and driving results that directly impact the bottom line. Here’s how I set myself apart: ✅ Strategic Listening & Insight-Driven Solutions: I don’t just hear what clients are saying—I interpret their underlying needs. By asking the right questions and identifying core issues, I’m able to offer solutions that directly address their pain points, improving efficiency and satisfaction. ✅ Proactive Problem-Solving: Waiting for problems to arise is reactive. I take a proactive approach, anticipating potential challenges before they escalate. This foresight ensures smoother processes and provides clients with a sense of reliability and trust. ✅ Clear, Consistent Communication: Clear communication builds trust and transparency. I keep clients informed at every stage, providing insights, updates, and actionable data, so there are no surprises—only solutions. ✅ Tailored Customer Engagement: Every business is different. I understand that a one-size-fits-all approach doesn’t work. I customize each client interaction based on their unique circumstances, ensuring they feel supported and valued throughout the entire journey. ✅ Adaptable & Results-Oriented: In a rapidly evolving business landscape, adaptability is key. Whether it’s learning new technologies, adjusting strategies, or aligning with evolving market trends, I remain focused on what drives results—long-term partnerships and measurable business growth. My goal isn’t just to close deals or resolve issues—it's to foster lasting relationships, add tangible value, and ensure continuous improvement for both clients and the business. I am Chika Usoegbu your Rockstar Customer/ Sales support representative. If you're looking for a professional who brings strategic insight, operational excellence, and a deep commitment to client success, I’d love to connect let's discuss further. #CustomerSuccess #SalesLeadership #StrategicThinking #ClientPartnerships #BusinessExcellence #Hiring #CustomerEngagement #ServiceInnovation