Customer Success Manager

2 weeks ago

Budapest, Hungary Richpanel Full time

✨ Quick Highlights

  • Role: Join Richpanel, an AI-first Customer Service Platform disrupting the $400B BPO market.
  • Reports to: CEO
  • Stage: Team of 20. Primarily based in Bangalore, India. We have couple team members in USA and Europe
  • Growth: Raised seed round from Sequoia and profitable with over 2,000 US-based brands
  • Location: Remote. Poland.
  • Shift Schedule: Rotating shifts with 2 days off
  • 2pm - 11pm Poland Time (or 3pm-12am Romania Time)
  • Team: You'll be part of our customer success team providing 24x7 coverage
  • Why now: Our customer base has grown significantly, and we need exceptional Customer Success Managers who love AI, are naturally curious, and are passionate about helping customers. The CSM will be our AI and product expert who understands customers' unique needs and sets up the product for success. They will be the go-to person customers reach out to for any kind of help. They'll work closely with tech and product teams to help shape the product roadmap and future.

Compensation:

  • For Poland: PLN 10,000/mo + 20% performance bonus
  • For Romania: RON 9,000 + 20% performance bonus

Why Join Our Support Team

  • High-Impact Role: Direct influence on customer satisfaction and product adoption
  • Growth Opportunity: Learn from a rapidly scaling product with complex use cases
  • Technical Challenge: Master a sophisticated AI SaaS platform
  • Career Development: Opportunity to grow into senior technical or leadership roles
  • Collaborative Environment: Work closely with product and engineering teams

Why work at Richpanel

  • Opportunity for Impact: If you want to make a significant impact at a high-stakes startup and have a front-row seat to rapid growth, this is the place for you.
  • Autonomy: You are your own boss and will be given a ton of autonomy and freedom to execute. We have a huge budget for marketing which you’ll own.
  • Fun & motivated co-workers: One of the best things about working at Richpanel is the team. We hire driven, down-to-earth, and kind people. You'll make some of your best friends here, and they'll encourage you to be your best self.
  • Wealth creation: We are already generating a few millions in ARR, are profitable, and have turned down a Series A offer. Our mission is to create opportunities for our team members to build long-term wealth by awarding them ESOPs at fair valuations with significant upside potential.

You'd be a fit if...

  • You thrive in roles where your work has direct customer impact and you excel at creative problem-solving. 
  • You have 2+ years of experience in customer success or a related role. 
  • You enjoy using new tech products and AI. You find unique ways to automate & speed up your work. 
  • You’re a quick learner who can master our platform’s 100+ features and integrations. 
  • You’re proactive about identifying customer pain points and improving processes to prevent future issues. 
  • You value ownership, take pride in delivering high-quality work, and can manage your responsibilities with minimal supervision. 

What Success Looks Like

  • Maintain 90%+ CSAT score 
  • Average first response time under 5 minutes 
  • Become a product expert in the first 30 days. 
  • Consistently create articles & video demos for our help center 
  • Identify and document 5+ product improvement suggestions monthly 

✨ Quick Highlights

  • Role: Join Richpanel, an AI-first Customer Service Platform disrupting the $400B BPO market.
  • Reports to: CEO
  • Stage: Team of 20. Primarily based in Bangalore, India. We have couple team members in USA and Europe
  • Growth: Raised seed round from Sequoia and profitable with over 2,000 US-based brands
  • Location: Remote. Poland.
  • Shift Schedule: Rotating shifts with 2 days off
  • 2pm - 11pm Poland Time (or 3pm-12am Romania Time)
  • Team: You'll be part of our customer success team providing 24x7 coverage
  • Why now: Our customer base has grown significantly, and we need exceptional Customer Success Managers who love AI, are naturally curious, and are passionate about helping customers. The CSM will be our AI and product expert who understands customers' unique needs and sets up the product for success. They will be the go-to person customers reach out to for any kind of help. They'll work closely with tech and product teams to help shape the product roadmap and future.

Compensation:

  • For Poland: PLN 10,000/mo + 20% performance bonus
  • For Romania: RON 9,000 + 20% performance bonus

Why Join Our Support Team

  • High-Impact Role: Direct influence on customer satisfaction and product adoption
  • Growth Opportunity: Learn from a rapidly scaling product with complex use cases
  • Technical Challenge: Master a sophisticated AI SaaS platform
  • Career Development: Opportunity to grow into senior technical or leadership roles
  • Collaborative Environment: Work closely with product and engineering teams

Why work at Richpanel

  • Opportunity for Impact: If you want to make a significant impact at a high-stakes startup and have a front-row seat to rapid growth, this is the place for you.
  • Autonomy: You are your own boss and will be given a ton of autonomy and freedom to execute. We have a huge budget for marketing which you’ll own.
  • Fun & motivated co-workers: One of the best things about working at Richpanel is the team. We hire driven, down-to-earth, and kind people. You'll make some of your best friends here, and they'll encourage you to be your best self.
  • Wealth creation: We are already generating a few millions in ARR, are profitable, and have turned down a Series A offer. Our mission is to create opportunities for our team members to build long-term wealth by awarding them ESOPs at fair valuations with significant upside potential.
,[Onboard customers by configuring the product to their unique use cases, provide agent training and helping them make the most of the product. , Be the product expert our customers reach out to via slack, live chat and zoom calls. Your focus will be first-contact resolution. , Identify patterns in customer issues and work with the engineering team to resolve root causes. , Develop 10 new knowledge base articles monthly to enable customers to troubleshoot common issues independently. , Conduct 10 proactive account health reviews monthly, identifying opportunities for increased product adoption and customer success. , Collaborate with the product and engineering teams to suggest and prioritize improvements that enhance the customer experience. , Build strong relationships with customers by clearly communicating solutions and ensuring their long-term satisfaction. ] Requirements: Use cases, Slack, Zoom, AI, SaaS, CSM, Excel Tools: . Additionally: Performance bonus.

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