Customer Success Manager - Drive Adoption and Growth for Top B2B Clients in North America

Join Tidio, a Fast-Growing Tech Company Revolutionizing Customer Service with AI

At Tidio, we're on a mission to create a frictionless customer experience for individual users and help entrepreneurs worldwide grow their businesses with our top-rated online platform. As a Customer Success Manager, you'll play a crucial role in driving adoption and growth for our top B2B clients in North America, ensuring they get the most out of our AI-driven customer service solution.

About Tidio and Our Product

We're a team of experienced international talents passionate about delivering exceptional customer service. Our product is one of the world's leading AI customer service solutions, and we're committed to becoming the number one in the industry. With a 4.7/5 rating in both Shopify and G2, we're proud of our achievements, including:

• Being among the Top 50 AI and Customer Service Products in G2's Best Software Awards 2024
• Securing $25 million in a Series B Investment round in March 2022
• Exceeding $1 million in monthly MRR in June 2023
• Our widget being viewed by 350 million unique users every month, which is 4% of the global population

Our innovative AI feature, Lyro, answers up to 70% of customers' questions in seconds, even on a free plan. We're committed to continually improving and expanding our product to meet the evolving needs of our clients.

Key Responsibilities

As a Customer Success Manager at Tidio, you'll be responsible for:

• Building strong relationships with our top clients and serving US-based clients with availability for video calls in the PDT zone (9 AM to 5 PM)
• Identifying client needs and deploying solutions to drive adoption and growth
• Conducting video training and showcasing new features to ensure clients get the most out of our product
• Driving adoption of our product and encouraging best practices among our clients
• Identifying opportunities for growth and overseeing a large book of business
• Influencing retention, expansion, and churn rate for your clients
• Creating automation and flows within our success software to support your efforts
• Reporting on activities and results, and collecting strategic feedback to share internally
• Creating impactful emails and outreach campaigns for your book of business

Essential Qualifications

To be successful as a Customer Success Manager at Tidio, you'll need:

• At least 2 years of previous professional experience in a SaaS customer success role
• English proficiency at C2 level or equivalent
• Ability to cover PDT zone (9 AM to 5 PM) from Monday to Friday
• Ability to build mutually beneficial relationships and great understanding of how to use and teach others to use software
• Experience with customer success or sales tools (Gainsight, Totango, ChurnZero, Salesforce, Hubspot)
• Good understanding of industry-standard KPIs (churn rate, retention rate, net dollar retention)
• Good understanding of customer experience tools and the industry

Preferred Qualifications

While not essential, the following qualifications will give you a competitive edge:

• Experience working with AI-driven customer service solutions
• Knowledge of sales and marketing principles
• Experience with data analysis and reporting

Skills and Competencies

To excel as a Customer Success Manager at Tidio, you'll need:

• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• Proactive and results-driven approach
• Strong organizational and time management skills

Career Growth Opportunities and Learning Benefits

At Tidio, we're committed to helping our team members grow and develop their skills. As a Customer Success Manager, you'll have access to:

• Company-supported courses and conferences
• Regular training and coaching sessions
• Opportunities to take on new challenges and responsibilities
• A collaborative and supportive team environment

Work Environment and Company Culture

At Tidio, we offer a remote-first work environment with flexible hours, allowing you to work from anywhere. We're committed to creating a positive and inclusive company culture, with:

• Regular integration events (company-wide meetings, team events)
• Individual work tools and equipment (Macbook Pro, Dell screen, JBL headphones)
• Sport and wellness benefits or financial equivalent
• Mental well-being program (individual therapy sessions and resources)
• Free access to one of the most popular e-book/audiobook services

Compensation and Benefits

We offer a competitive salary and a range of benefits, including:

• Contract form according to your preferences (B2B or contract of employment)
• 26 days off guaranteed in a year
• Possibility to work 100% remotely or book a Regus coworking space in your city
• Individual work tools and equipment

Why Join Tidio?

By joining Tidio as a Customer Success Manager, you'll become a crucial member of our team and have the opportunity to:

• Work with one of the top products in the customer experience industry
• Drive adoption and growth for top B2B clients in North America
• Develop your skills and expertise in a fast-growing tech company
• Be part of a collaborative and supportive team environment
• Enjoy a competitive salary and range of benefits

How to Apply

If you're a motivated and experienced Customer Success Manager looking to drive adoption and growth for top B2B clients, we want to hear from you. To apply, simply submit your CV and cover letter through our website. Our recruitment process includes:

• Video call with a recruiter about the position and the team
• A recruitment assignment
• Interview with the Hiring Manager and the recruiter
• Offer and onboarding process

We can't wait to hear from you and discuss this exciting opportunity further.

Don't hesitate and apply right away!

At Tidio, we're committed to playing fair and treating all candidates equally. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. Our recruitment and selection process is based solely on individual merit and qualifications directly related to professional competence.