Opus Training Inc. - Customer Success Manager
Requirements
• Customer-first and consultative — you build trust quickly and know how to balance understanding with clear guidance • Proactive and outcomes-driven — you anticipate concerns, identify risks early, and take ownership through resolution • Structured and detail-oriented — you stay organized across many accounts and communicate clearly across stakeholders • Collaborative — you work effectively across teams to solve problems and improve the customer experience • AI-native — you're comfortable working in a fast-moving environment and use AI tools as a natural part of how you work • 3+ years in Customer Success, Relationship Management, Account Management, or a similar role in B2B SaaS • Experience building and maintaining stakeholder relationships while working to mitigate churn and drive engagement • Experience supporting customers with multiple units and stakeholders within an organization • Exceptional communication skills; highly organized, collaborative, and detail oriented • Experience working in a hospitality environment is a plus
Responsibilities
• Build strong, long-term relationships with customers as the trusted, consultative advisor on training product functionality • Onboard and support onboarding of new customers including leading implementation and training calls • Conduct regular reporting to ensure customers optimize our product/service, issues are resolved effectively, and customer goals are met • Monitor and service ongoing emails, calls, and live chats with platform users within required SLA • Troubleshoot technical issues raised by customers, and uncover new ways to improve our product • Support deployment of survey initiatives in order to methodically receive customer feedback • Participate in on-call rotation alongside the Customer Success Team for off-hour coverage • Partner cross-functionally on projects to improve the customer experience via feedback, insights, and internal process improvements
Benefits
• Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • On average, how many customer accounts have you managed at one time? • Please describe a time when you onboarded a new customer onto a product or technology. What was the technology, and what role did you play in ensuring the customer’s successful adoption? • Please indicate your current state of residence.
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