Customer Success Manager

Posted 2025-08-23
Remote, USA Full Time Immediate Start
<p style="min-height: 1.7em;"></p><p><span style="color: #121317">🏢 </span><strong><span style="color: #121317">Team:</span></strong><span style="color: #121317"> Sales (with 2 Middle BDMs in the team)</span></p><p><span style="color: #121317">📍 </span><strong><span style="color: #121317">Location:</span></strong><span style="color: #121317"> Remote</span></p><p><span style="color: #121317">⏳ </span><strong><span style="color: #121317">Employment Type:</span></strong><span style="color: #121317"> Full-time</span></p><p><span style="color: #121317"><br></span></p><h3><strong><span style="color: #121317">Who we are</span></strong></h3><p><u><a rel="noopener" target="_blank" href="https://www.eleken.co/about-us"><span style="color: #147ab6">Eleken</span></a></u><span style="color: #121317"> was founded to improve the design services of SaaS companies. We focus on delivering high-quality, user-centered designs that help businesses scale and succeed. Unlike traditional agencies, we work on a </span><u><a rel="noopener" target="_blank" href="https://www.eleken.co/blog-posts/eleken-pricing-model-explained"><span style="color: #147ab6">subscription-based model</span></a></u><span style="color: #121317">, providing dedicated design teams that seamlessly integrate into our clients’ workflows.</span></p><p style="min-height: 1.7em;"></p><h3><strong><span style="color: #121317">Why this position</span></strong></h3><p><span style="color: #121317">We’re looking for a </span><strong><span style="color: #121317">Customer Success Manager</span></strong><span style="color: #121317"> who will help us build strong, long-term relationships with our clients. Your role will be to keep clients engaged, supported, and confident in working with Eleken, while spotting opportunities for growth and retention.</span></p><br><br><h4><strong><span style="color: #121317">Customer Success</span></strong></h4><ul><li><p><span style="color: #121317">Stay in touch with active clients and ensure a smooth collaboration</span></p></li><li><p><span style="color: #121317">Run quarterly NPS calls to collect qualitative feedback</span></p></li><li><p><span style="color: #121317">Collect testimonials and reviews on platforms like Clutch and LinkedIn</span></p></li><li><p><span style="color: #121317">Conduct exit interviews when clients leave</span></p></li><li><p><span style="color: #121317">Control the invoicing process and ensure timely payments</span></p></li></ul><p style="min-height: 1.7em;"></p><h4><strong><span style="color: #121317">Client Communication</span></strong></h4><ul><li><p><span style="color: #121317">Spot risks early and coordinate with the internal team</span></p></li><li><p><span style="color: #121317">Keep a friendly yet professional tone, and know when to gently push (especially when feedback or payment is overdue)</span></p></li></ul><p style="min-height: 1.7em;"></p><h4><strong><span style="color: #121317">Retention &amp; Retargeting</span></strong></h4><ul><li><p><span style="color: #121317">Reconnect with past clients, keep the relationship warm</span></p></li><li><p><span style="color: #121317">Identify expansion or return opportunities<br></span></p></li></ul><p style="min-height: 1.7em;"></p><h3><strong><span style="color: #121317">🔧 Hard Skills</span></strong></h3><ul><li><p><span style="color: #121317">Have </span><strong><span style="color: #121317">2+ years in B2B client-facing&nbsp; roles</span></strong><span style="color: #121317"> (Customer Success, Sales, Account Management — ideally in tech or creative services)</span></p></li><li><p><span style="color: #121317">Fluent English (spoken and written communication with clients)</span></p></li><li><p><span style="color: #121317">Running </span><strong><span style="color: #121317">discovery calls</span></strong><span style="color: #121317"> with clients: identifying business goals, needs, blockers, and risks</span></p></li><li><p><span style="color: #121317">Upsell / cross-sell skills&nbsp;</span></p></li><li><p><span style="color: #121317">Familiarity with CRM systems and client communication tools (we use Slack, Notion, Attio)<br></span></p></li></ul><h3><strong><span style="color: #121317">🤝 Soft Skills</span></strong></h3><ul><li><p><strong><span style="color: #121317">Discovery mindset</span></strong><span style="color: #121317"> — curiosity, ability to ask open and probing questions</span></p></li><li><p><span style="color: #121317">Empathy and client orientation</span></p></li><li><p><span style="color: #121317">Strong communication skills (clear, structured, diplomatic)</span></p></li><li><p><span style="color: #121317">Initiative — suggesting improvements to processes</span></p></li><li><p><span style="color: #121317">Organization and prioritization — managing multiple clients and priorities at once</span></p></li><li><p><span style="color: #121317">Team collaboration — working effectively with sales and marketing</span></p></li></ul><p style="min-height: 1.7em;"></p><h3><strong><span style="color: #121317">For you:</span></strong></h3><p><span style="color: #121317">💸 Salary: discussed individually and depends on your experience and skills</span></p><p><span style="color: #121317">⏰ Flexible working hours</span></p><p><span style="color: #121317">🏝️ Paid vacations and sick leaves</span></p><p><span style="color: #121317">💯 Fully remote</span></p><p><span style="color: #121317">💼 Co-working space compensation</span></p><p><span style="color: #121317">✍️ Finance Support (we take care of tax payments and accounting for you)</span></p><p><span style="color: #121317">🛍️ Employee referral bonus</span></p><p><span style="color: #121317">🎓 Internal Educational activities (Eleken Talks, Design Feedback, Lectures from the team members)</span></p><p><span style="color: #121317">📚 Reading Club and corporate library</span></p><p style="min-height: 1.7em;"></p><h3><strong><span style="color: #121317">Interview Stages:</span></strong></h3><p><span style="color: #121317">➡️ Interview: with Talent Acquisition Specialist</span></p><p><span style="color: #121317">➡️ Interview: with CEO (dive deeper into your experience)</span></p><p><span style="color: #121317">➡️ Reference Check</span></p><p><span style="color: #121317">➡️ Offer</span></p><h3><strong><span style="color: #121317"><br>Want to learn more about our company or see our work?</span></strong></h3><p><strong><span style="color: #147ab6">📸 </span><a rel="noopener" target="_blank" href="https://www.instagram.com/elekenagency/"><span style="color: #147ab6">Instagram<br></span></a><span style="color: #147ab6">▶️ </span><a rel="noopener" target="_blank" href="https://www.youtube.com/@eleken.agency/videos"><span style="color: #147ab6">YouTube<br></span></a><span style="color: #147ab6">🎨 </span><a rel="noopener" target="_blank" href="https://www.behance.net/elekenagency"><span style="color: #147ab6">Behance</span></a></strong></p>
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