Help customers adopt Tebiki’s equipment-maintenance product, leading implementation projects, encouraging continued use and building the new customer-success function.
About this role
Tebiki sells video-based training and production-record analysis software to manufacturing, logistics and service companies, with a customer retention rate of 99.5 percent. The Customer Success Leader handles customer success for existing clients and also builds the team's processes and manages its members.
The work covers promoting product use and adoption to prevent cancellations and win upsells, and building a repeatable winning pattern for the team, with cross-selling expected as the product line widens. Day to day it includes designing team operations and standardising work, training and managing members and recruiting them, running onboarding for clients (with review and support of members' accounts), project management alongside customers, customer data management and KPI design in customer-management tools, and upsell strategy. The leader also feeds customer feedback to engineers and designers on product development. Contact with customers is mainly online.
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