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Customer Success Engineer - US

Customer Success Engineer - US

In a Nutshell:

Job Overview:

We are looking for a Customer Success Engineer, who will be responsible to retain and grow existing customers by building a value based relationship with them. S/he will deliver product value and derive product adoption. S/he will be a primary point of contact for assigned customers and resolve their pain points by coordinating with other internal teams.This is a full-time, remote job in a growing 24/7 global Customer Success team that takes care of Cloudways’ customers.

Responsibilities and Duties:

  • Maintain communication (via calls, emails, chats, etc.) with assigned customers
  • Identify their needs and find upsell opportunities
  • Give product demos and help customers in realizing early value
  • Timely act on churn alerts and reach customers to resolve their issues
  • Keep a close eye on customer experience via internal feedback surveys
  • Contact customers to uncover sufficient information when/if needed
  • Share customers’ feedback with internal teams for product improvement
  • Liaise with the internal teams for customer references and case studies
  • Understand and keep track of business KPIs

Qualifications:

  • Bachelors (preferably in Computer Science/Telecommunication/Electronics Engineering)
  • Ideally, 3-4 years experience working in a tech company with a customer facing role
  • Previous experience in the web hosting company would be a PLUS.
  • Effective written and verbal English communication with native fluency & ability to listen
  • Knowledge of Customer Success Metrics (churn, MRR, ARPU, expansion, advocacy)
  • Remote work experience will be a PLUS.
  • Strong Customer Empathy
  • Ask right questions to uncover customers’ pain points
  • Manage and escalate customer issues
  • Proactive problem solver
  • Thirst for learning
  • Consultancy skills
  • Ease with data
  • Strong ownership & resilient to pressure
Apply - Customer Success Engineer - US
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