Customer Success Manager (EMEA)

Direct message the job poster from respond.io

Talent Management, Talent Acquisition, People Experience @ Respond.io | B2B SaaS | Fintech | xFave

Location : EMEA

Department : Success Department

Role : Customer Success Manager (EMEA)

Mode : Full-time

About Respond.io

Founded in Hong Kong in early 2017, Respond.io is a pioneering Business Messaging platform that seamlessly unifies customer communication across instant messaging, web chat, and email. Our excellence has been recognized by G2 and honoured with the SME100 Award, underscoring our rapid growth and innovative solutions. Operating in 127 countries and dominating key markets in LATAM, EMEA, and APAC, we serve an impressive roster of industry‑leading clients.

Our workforce is a testament to our global reach, with remote workforce and employees from all around the world, contributing to our diverse and inclusive culture. At Respond.io, we are not just a platform—we are a movement, pushing the boundaries of customer communication for tech‑savvy organizations worldwide. Join us, and be part of a team that is shaping the future of business messaging!

Role Description

At Respond.io, the role of Customer Success Manager is pivotal to our company's success. As a Customer Success Manager, you will be the go‑to resource for top‑tier customers to ensure successful product adoption and retention. This role entails handling clients onboarding, clients retention, and success planning.

Our ideal candidate will have the experience of working in a B2B SaaS company, and handling a fair share of different business processes. We are seeking someone who can ensure that our clients receive a great experience while working with us.

Responsibilities

• Collaborate closely with customers to understand their goals and help them maximize the value of the Respond.io platform
• Assist customers during the onboarding process, ensuring a positive and smooth experience
• Develop and maintain strong relationships with both internal and external stakeholders
• Act as a point of contact for customer issues and ensure timely resolution
• Gain a deep understanding of customer needs, use cases, and objectives to ensure effective utilization of the Respond.io platform
• Monitor and report on customer satisfaction and platform usage
• Focus on maintaining high customer satisfaction and retention rates
• Acquire in‑depth knowledge of the Respond.io platform and identify opportunities for customer growth, collaborating with the internal team to propose upsells

Qualifications

Here’s what’s in for you

Seniority level

Executive

Employment type

Full‑time

Job function

Information Technology, Customer Service, and Sales

Industries

IT Services and IT Consulting, IT System Custom Software Development, and Software Development

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