Customer Success Manager EMEA at Horizons

Horizons is seeking a dedicated Customer Success Manager to join their team. This role is essential for ensuring customer satisfaction and driving revenue growth through excellent support and relationship management.

The Customer Success Manager will act as the primary point of contact for customers, building and maintaining strong relationships. They will proactively address potential issues and provide effective solutions, focusing on customer retention and identifying opportunities for account expansion.

This position requires a strong understanding of customer success metrics and best practices, as well as excellent communication and problem-solving skills. The ideal candidate will have experience in the HR tech space and a proven track record in B2B environments.

Responsibilities:

• Ensure high levels of customer satisfaction by managing response times and improving NPS and CSAT scores.
• Build and maintain strong relationships with customers.
• Anticipate customer needs and proactively address potential issues.
• Focus on customer retention and identify opportunities for account expansion.
• Monitor and analyze customer health metrics.
• Collect and relay customer feedback to internal teams.
• Work closely with sales, marketing, and product teams.
• Provide regular reports on customer success metrics and performance.

Requirements:

• Bachelor's degree in business, Marketing, or a related field.
• Minimum of 2 years of relevant work experience in customer success, ideally within the HR tech space.
• Proven experience in a B2B environment.
• Strong understanding of customer success metrics and best practices.
• Excellent communication and relationship-building skills.
• Ability to work independently and as part of a team.
• Proficiency in CRM software and Microsoft Office Suite.
• Strong problem-solving skills and a proactive approach to customer support.

Horizons offers:

• A competitive salary
• An asynchronous working environment
• A "Remote-First" company environment (or Hybrid) - based on the nature of the job
• The ability to work from abroad for a short period of time
• Growth opportunities within the company
• Necessary hardware to ensure you have the tools you need to succeed from day one