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
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