Customer Success Manager (Flooring)

Job Title:  Customer Success Manager

Location: Remote, NAM or EMEA

Contract: Full-Time Permanent 

About Us 

Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa. 

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience. 

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialized in technology. 

The Customer Success Manager is responsible for managing and maintaining customer relationships in one of our markets. They will be in charge of driving retention and growth across a large book of customers (predominantly $5k-150k annual spend), by understanding their business needs and helping them succeed, focusing on articulating the value that Cyncly delivers. 

The Customer Success Manager performs a variety of duties such as maintaining ongoing customer relationships and networking, implementing success programs and action plans, contributing to sales, minimising churn, analysing complaints, developing new procedures and implementing customer retention campaigns.  

The Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base. They must be personable, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The job requires a complex skillset, which includes leadership, communication abilities, analytical thinking, creativity and IT skills.

Main Responsibilities:

• Develop strong relationships within a set portfolio of accounts to ensure they remain happy and loyal customers.
• Drive positive onboarding experience and reduce time to value through close collaboration with Professional Services team to ensure smooth onboarding process. 
• Support customers to achieve their objectives by using our solution and help customers to understand the value of our solution. 
• Create additional value in the customer relationship such as through activities beyond the solution.
• Be the voice of the customer at Cyncly - share customers’ feedback to the product management team to improve the software. 
• Help Cyncly to retain the customer for longer to increase profitability, and reduce churn by increasing customer satisfaction. Proactively engage customers at risk, including handling and resolving customer requests and complaints.
• Prompt upsell and cross-sell of services and products to the customers, collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities. Get involved in presales activities where required
• Analyse customer data to improve customer experience, monitor and report back to the team leads and managers.
• Develop customer-focused processes for ensuring customer success.

Required experience and qualifications:

• Must have recent experience in the software industry (Flooring experience would be a plus). 
• 5+ years’ experience in customer success or similar position.
• Experience in driving adoption of technology across accounts.
• Experience in understanding customers concerns.
• Experience in managing a diverse portfolio and adapting approach for each client.
• Project management experience desirable or at least experience in establishing milestones and managing all team members on tasks.
• Passion for technology and for being a part of a fast-growing SaaS company.
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services).
• Proven understanding of value drivers in recurring revenue business models.

Required skills and competencies:

• Excellent relationship building skills. 
• Excellent communication and listening skills. 
• Analytical and process-oriented mindset.
• Good problem-solving and negotiation skills.
• Driven and self-motivated.
• Pragmatic, can-do attitude.
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