Customer Success Manager

Job Description

In this role, you will serve as a trusted advisor to our clients, ensuring they gain maximum value from Bryq, our online assessment platform. You will blend account management responsibilities—such as nurturing client relationships and identifying growth opportunities—with a customer success focus on adoption and satisfaction, plus a hands-on support function for troubleshooting and process improvements.

1.     Account Management & Relationship Building

• Act as the primary point of contact for assigned accounts, developing a thorough understanding of their goals and challenges.
• Build and maintain strong, long-term relationships by conducting regular check-ins and business reviews.
• Identify opportunities for upselling and cross-selling, presenting additional services or features that align with client objectives.
• Work closely with the Sales and Product teams to tailor solutions and ensure renewals are seamless.

2.     Customer Success & Performance Metrics

• Drive client success by monitoring usage patterns, adoption rates, and overall satisfaction levels.
• Develop strategic plans with clients to align Bryq’s offerings to their evolving needs, ensuring measurable outcomes.
• Track and analyze KPIs (e.g., retention, NPS, and engagement) to gauge client health and proactively address risks.
• Advocate for customers internally by relaying feedback to Product, Marketing, and other relevant teams.

3.     Customer Support & Issue Resolution

• Provide first-line support for client inquiries via phone, email, or chat, diagnosing and resolving issues efficiently.
• Escalate complex technical problems to specialized teams when necessary, ensuring prompt follow-up and resolution.
• Maintain an up-to-date knowledge base, including FAQs and troubleshooting guides, to empower clients to self-serve.
• Track and log support interactions to identify trends, reduce recurring issues, and continuously improve response processes.

4.     Training & Onboarding

• Deliver comprehensive onboarding experiences for new clients, covering product setup, best practices, and initial troubleshooting.
• Create and maintain training materials—such as video tutorials, documentation, and step-by-step guides—to support ongoing client education.
• Facilitate group or one-on-one training sessions to deepen product knowledge and drive user adoption.

5.     Process Improvement & Operational Efficiency

• Develop and refine checklists, playbooks, and SOPs that enhance both the client experience and internal workflows.
• Collaborate with cross-functional teams (Product, Data, Engineering) to streamline processes and implement automation where possible.
• Identify and recommend tools or practices to optimize day-to-day client engagement, support, and success initiatives.

Requirements

• Bachelor’s degree in Human Resources, Business, Marketing, or a related field.
• Minimum of 3 years of experience in account management / customer success role (preferably in HR Tech or SaaS).
• Excellent English language skills, both written and verbal.
• Strong communication and interpersonal skills, with a passion for building and sustaining client relationships.
• Analytical mindset, able to interpret usage data and KPI trends to guide strategic decisions.
• Technical aptitude to understand the platform’s features and assist with troubleshooting.
• Process-oriented, with experience creating documentation and improving workflows.
• Results-driven focus on client satisfaction, retention, and overall success.

Benefits

• Join a fast-growing HR tech company making a real impact in the future of work
• Work in a dynamic, international environment with experienced professionals
• Competitive salary and benefits package
• Attractive commission scheme for renewals and upselling
• Flexible working model

If you’re a results-driven customer success advocate looking to take on a versatile role in a high-growth startup, we’d love to hear from you!