Company Overview: - Inventi is a technology company with the simple goal of making buildings smarter. Our core product is a cloud-based platform to optimize property and facilities management for offices, condos, schools, and much more. In the last year, we’ve been rapidly expanding to accelerate the digital transformation of the real estate industry in the Philippines. To continue on this path, we are looking for innovative thinkers to join our team in this exciting phase of growth.
Job Description:
We are seeking a dedicated and client-focused Customer Success Manager (CSM) to join our team. In this role, you will be responsible for ensuring long-term customer satisfaction by building strong relationships, addressing client concerns, and working closely with internal teams to resolve production issues. Your primary goal will be to enhance client retention, improve customer experience, and proactively address any challenges that arise.
As a Customer Success Manager, you will act as the main point of contact for customers, ensuring they receive the support they need to maximize the value of our products and services. You will collaborate with technical, operations, and product teams to troubleshoot issues, advocate for customer needs, and drive continuous improvements in service delivery.
Who You Are:
* A customer-first professional with a passion for ensuring long-term client success.
* A natural problem-solver who can anticipate challenges and proactively offer solutions.
* A strong communicator who can manage client expectations and resolve issues efficiently.
* Detail-oriented and highly organized, capable of managing multiple customer relationships effectively.
* A team player who enjoys working cross-functionally with technical and operations teams to enhance the customer experience.
Job Responsibilities:
* Serve as the primary point of contact for clients, ensuring high levels of customer satisfaction and retention.
* Proactively monitor customer accounts to identify potential issues and address concerns before they escalate.
* Work closely with technical teams to troubleshoot and resolve production-related issues.
* Collaborate with internal departments (engineering, support, operations) to streamline service delivery and improve the customer journey.
* Act as a customer advocate, providing feedback to product and development teams to drive product enhancements.
* Ensure clients understand and maximize the value of our products and services.
* Maintain detailed records of customer interactions using CRM and ticketing systems
* Assist with onboarding and training new customers to ensure a seamless adoption process.
* Monitor key customer success metrics, such as renewal rates, customer satisfaction, and issue resolution times.
Job Qualifications:
Experience:
* 2+ years of experience in customer success, account management, or client support roles.
* Proven ability to manage customer relationships, resolve issues, and drive retention.
Skills:
* Strong communication and interpersonal skills to engage with clients effectively.
* Ability to troubleshoot and coordinate solutions for customer-reported technical or service issues.
* Experience working with cross-functional teams to ensure smooth issue resolution.
* Proficiency in CRM tools (e.g., Salesforce, HubSpot) and ticketing systems (e.g., Jira, Zoho).
* Strong problem-solving and analytical skills to identify trends and improve customer experience.
* Ability to manage multiple accounts, prioritize tasks, and stay organized.
Nice to Have:
* Experience working in SaaS, tech, or software-driven environments.
* Familiarity with SLA (Service Level Agreement) management and escalation processes.
* Understanding of basic technical concepts to better communicate with development teams.
* Background in process improvement and customer experience optimization.
Our Offer to You:
* Competitive Salary & Benefits
* Career Growth & Professional Development Opportunities
* A Supportive & Collaborative Work Environment
* Hybrid Work Options for Flexibility & Work-Life Balance
*The Opportunity to Make a Meaningful Impact on Customer Success