Customer Success Manager (Full time,Permanent)

Customer Success Manager (Online Team)

The Role

We’re looking for a results-driven and customer-focused Online Customer Success Manager to join our Customer Service Team. You will build strong relationships with our high-value corporate and business clients, engaging proactively before and after their orders to ensure exceptional customer satisfaction. As part of our Welcome Strategy, you’ll onboard new customers, nurture existing relationships, and re-engage lapsed clients to maximize loyalty and lifetime value.

Key Responsibilities

• Deliver outstanding customer service at all times, contributing to customer success metrics, retention rates, and revenue growth.
• Proactively connect with clients to understand their needs, drive engagement, and uncover growth opportunities.
• Ensure smooth onboarding and rollout for new customers, helping them realize the full value of our products and services.
• Identify and re-engage declining or lapsed customers, using insights to win back their business.
• Collaborate with internal teams by sharing customer feedback and requests to drive continuous improvement.
• Manage customer inquiries across phone, email and web chat channels, ensuring timely and effective resolutions.
• Maintain accurate CRM and data records while suggesting improvements for efficiency and accuracy.
• Provide strategic support to customers to help them achieve their goals using our products and services.

About You

• Customer-centric mindset with proven experience in building relationships with business and corporate clients.
• A true team player who enjoys working in a team and is comfortable managing a high volume of interactions with speed and accuracy.
• Strong communication and empathy skills, with the ability to use a range of communication styles to provide a personal approach.
• Minimum 2 years’ experience in customer success, retention, or CRM roles, preferably in e-commerce.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Knowledge of the Print Industry is a plus but not essential.