Customer Success Manager Remote (m/w/d)

Our distinct company culture has made us a top employer, as well a premiere choice for our customers for the last 11 consecutive years. Fresche Solutions is looking for a driven and motivated Customer Success Manager to join our team. The CSM will play a key role in helping Fresche Cloud manage customer-related activities. Helping customers adopt new products and services
Monitoring client relations to ensure smooth progress
Building and cultivating client relationships by understanding their needs and requirements
Developing trust and acting as an ambassador for positive customer experiences
Supervising and ensuring follow-ups on implementation and maintenance of services
Recommending proactive resolutions and optimized support paths to expand client business development
Partnering with service delivery teams to ensure SLA compliance and timely resolution of escalations
Leading small projects, including upgrades and changes
Translating client strategic goals into concrete execution plans for business growth and added value
Reviewing strategic goals and formulating proposals to help customers establish priorities and address gaps in offerings with operations, support, and sales management stakeholders
Establishing and maintaining open and trusting communication with customers to obtain transparent feedback and ensure positive experiences
Evaluating overall performance by defining success and retention metrics for implementation and maintenance of service offerings
Working with the PMO to facilitate the handoff of customers from onboarding to steady-state support
Proactively engaging with customers in support of KPIs
Strong track record of building trust with clients and maintaining strong business relationships

• Knowledge and understanding of the customer success process
• Experience leading Quarterly Business Reviews (QBRs) and executive-level discussions
• customer support, finance, operations)
• Bachelor’s degree in Business, Communications, or related field
• Relevant industry certifications (an asset)
• Experience using sales software applications and CRMs
• Proficiency in MS Office products (Excel, Word, Outlook, PowerPoint)
• Understanding of technical terminology and concepts
• IBM i and MSP knowledge (a plus)
• Understanding of SLAs and ITSM ticketing systems (Jira, ServiceNow)
• Strong customer empathy
• We are always looking for highly motivated, energetic, creative individuals who work well in a fast-moving team environment and are committed to excellence.