+1 855 4635551

Customer Success Engineer

Locations: USA

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 

 

 

Qualifications: 

  • 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 
  • Manage and escalate customer issues  
  • Proactive problem solver 
  • Thirst for learning 
  • Consultancy skills  
  • Ease with data 
  • Strong ownership & resilient to pressure 

 

 

We offer: 

  • Work on an interesting IT project 
  • Comfortable office in the centre of the city 
  • Official employment 
  • Competitive salary 
  • Medical insurance 
  • Bonuses 
  • Flexible working hours 
  • Partial compensation for English classes 
  • Corporate and teambuilding events 
  • Opportunity for professional growth and career development 
  • Pleasant atmosphere and a friendly team 

Contact us

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