Customer Success Manager, Junior

About the Role

As a Junior Customer Success Manager at Quick Dry Cleaning Software (QDC), you will empower customers to successfully leverage the QDC platform post-onboarding. Your focus will be on ensuring customers understand the platform's value, continue consistent usage in their daily operations, and achieve their business objectives. You will collaborate closely with customers to grasp their workflows, guide them through platform usage, monitor their activity, and address challenges impacting their experience. This position is tailored for freshers eager to learn, interact with people, and build a career in Customer Success, Account Management, and SaaS operations. You will receive mentorship from experienced team members and progressively manage a customer portfolio as you enhance your product knowledge, communication skills, and problem-solving abilities.

Key Responsibilities

• Support customers post-onboarding to facilitate regular platform usage.
• Gain comprehensive knowledge of the QDC product, its features, and its application in the laundry and dry-cleaning industry.
• Engage with customers regularly via calls, messages, emails, and other communication channels.
• Assist customers with basic product features and common usage queries.
• Monitor customer activity to identify users with decreased or inactive platform engagement.
• Conduct follow-ups to encourage consistent product use and help customers overcome basic challenges.
• Understand customer daily business operations to guide effective platform utilization.
• Liaise with Onboarding and Support teams to ensure timely resolution of customer issues.
• Maintain accurate records of customer interactions, follow-ups, issues, and product usage in internal systems.
• Track upcoming renewals and provide timely reminders to customers, under senior guidance.
• Identify opportunities to introduce customers to beneficial features and additional product capabilities.
• Collect and relay customer feedback, frequently reported issues, and feature requests to relevant teams.
• Identify satisfied customers for potential testimonials, referrals, or feedback.
• Participate in team meetings, training sessions, and process improvement initiatives.
• Contribute to achieving customer engagement, product adoption, and retention targets.

Requirements & Tech Stack

• Comfort with basic computer applications, spreadsheets, and digital communication tools.
• Experience or proficiency in retention support, tracking active product usage, driving customer engagement, encouraging feature adoption, ensuring follow-up completion, and contributing to customer satisfaction.

Qualifications

• A fresher or recent graduate seeking a career in Customer Success, Account Management, or SaaS.
• Strong verbal and written communication skills.
• A customer-focused mindset with a dedication to helping people solve problems.
• Eagerness to learn new software products, tools, and business workflows.
• Good organizational skills and attention to detail.
• Ability to manage multiple tasks, follow-ups, and deadlines effectively.
• A proactive attitude towards identifying problems and seeking solutions.
• Willingness to engage with customers who may be confused, unresponsive, or facing challenges.
• A willingness to accept feedback, learn from experienced team members, and pursue continuous improvement.
• A responsible and positive attitude towards teamwork and customer commitments.