The Customer Service Retention Agent plays a key role in ensuring customer satisfaction and loyalty by handling post-purchase support interactions and proactively addressing concerns to reduce refunds and cancellations. This role focuses on calls, chat, and email support—serving as a trusted advisor to customers on their hair regrowth journey.
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CSMs are responsible for taking ownership of the relationship held with each of their customers and to serve as an interface between the customer and the Rackspace support infrastructure. They ensure that their customers technical, administration and specialist support needs are met. Additionally, they are expected to maximize the strength of the customer relationship by building a solid rapport with the client –identifying and taking advantage of sales, networking and PR opportunities and managing difficult situations to ensure that Rackspace’s reputation for Fanatical Support is upheld.
As Vanta’s Customer Success Manager, you will play a pivotal role in guiding a diverse portfolio of customers through their security and compliance journeys with Vanta's specialized solutions, ensuring their retention and satisfaction by providing world-class customer service, driving customer health, and maintaining a thriving book of business.
The Customer Success Manager will be responsible for taking care of a large number of larger customers by ensuring their continued retention and growth. The candidate will build relationships with customers, understand their priorities, and ensure they are set up for success both today and in the long term. The CSM will be the face of PostHog for anywhere from 30-60 paying customers in the $10k-$100k ARR range.