Customer Success Manager - Support

The Customer Success Team at Plum is the guardian of user experience of all Plum members. A Manager in the function oversees the deliverables of a large team of highly enthusiastic team members. An ideal candidate loves crunching numbers and relies on data to make decisions that contribute to incremental change. This is a 0-1 role where you will be directly involved in acclimatising the existing set up to deliver a world class experience. Interaction at Plum happens over email, chat, voice and video modes. You will own the interaction KPI of all modes of user communication.
Roles and Responsibilities:
Own all metrics around speed and delight: Our users love lightening quick resolutions and engaging conversations. You will spearhead all initiatives and further own quality of user engagement.
Manage a small team of customer success associates and leads: Folks at Plum are ambitious and you will channelize this energy towards delivering an empathetic experience. You will stoke the required hustle and enhance the overall development of team members.
Introduce best practices on quality of support: You will sample conversations and build set pieces that will consistently audit user conversations and further contribute to deliver a best in class user engagement.
Ensure preparedness for weekly and monthly reviews: You will own the visualisation and presentation of OKR data for all weekly, monthly and quarterly reviews.
Analyse trends, trigger alarms, influence change: You will spot the difference between an ideal state and a deviated one. At each occurence, you will liaise with respective stakeholders and not only hold a red flag, also provide structural solutions and avoid recurrence.
Skills and Qualifications:
You are the best communicator around: Your written and verbal communication is world class. You are someone who can transfer this skill to your colleagues.
Thought leadership: Your leverage the deep understanding of the customer success space and your recommendations influence customer success strategy.
Your love being a taskmaster: You are not bored too easily with repeated tasks. You like chasing the set goals aggressively, each task at a time, continuously.
Super in math: You know your way around numbers. You rely on data for decision making.
Use of modern CRM tools: You have established comfort levels in navigating CRM applications like Fresh desk, Hubspot, Intercom etc or similar. MS Office, Google Suite are table stakes in your resume.
Your team works is shifts: Availability is key. You are someone who will ensure your team adheres to a roster.