Customer Success Manager
Award-winning medical device startup (GyroGear.co) has an opening for a skilled Customer Success Manager based in Malaysia. We are developing intelligent wearable devices to stabilise hand tremors for 200 million people globally.
As a Customer Success Manager, you will play a critical role in ensuring that our customers are not only well taken care of but truly supported throughout their journey with GyroGear. This role is pivotal in shaping a customer experience that reflects the global image of GyroGear as a trusted leader in medical innovation. Through long-term engagement and relationship-building, you will foster customer success while laying the foundation for a world-class customer service team. Please note that this role may require occasional work on weekends and holidays to meet the needs of our customers.
For more information about GyroGear and the GyroGlove please visit www.gyrogear.co.
RESPONSIBILITIES:
We are looking for a Customer Success Manager whose responsibilities include, but are not limited to:
1. Customer Relationship Management
- Serve as the primary point of contact for GyroGear customers, ensuring inquiries are addressed promptly, professionally, and empathetically.
- Build and maintain long-lasting relationships by understanding customer needs, goals, and preferences.
- Act as a trusted advisor, guiding customers to maximize the value of GyroGear’s solutions.
2. Customer Onboarding and Education
- Lead the onboarding process, ensuring new customers are equipped with the knowledge and resources to succeed.
- Develop and deliver training sessions, tutorials, and resources tailored to customer needs.
3. Issue Resolution and Advocacy
- Collaborate with internal teams to resolve customer issues efficiently and to high satisfaction.
- Advocate for customers by communicating their feedback and pain points to R&D, Operations, and Commercial teams.
4. Driving Success Metrics and Retention
- Establish and track key customer success metrics, ensuring satisfaction goals are achieved.
- Identify at-risk customers proactively and implement strategies to improve retention.
5. Communication and Engagement
- Regularly update customers via newsletters, status reports, and check-ins to ensure consistent engagement.
- Actively participate in online communities to foster connections, increase brand awareness, and generate new leads.
6. CRM Management and Process Optimization
- Maintain and enhance the CRM database to ensure accuracy, usability, and efficiency.
- Develop and refine customer success workflows, ensuring scalability as the company grows.
7. Collaboration and Cross-Functional Support
- Partner with Logistics, Finance, and Commercial teams to handle returns, refunds, and complex customer concerns.
- Collaborate with Marketing to create customer-centric campaigns and content, such as testimonials and success stories.
8. Thought Leadership and Continuous Learning
- Stay updated on industry trends, regulatory changes, and competitive offerings to provide informed recommendations to customers.
- Represent GyroGear at regional and international events to showcase the GyroGloveâ„¢ and engage directly with customers (e.g., Singapore).
QUALIFICATIONS:
- A minimum of 5 years of experience in customer success, account management, or customer service roles.
- Proven track record of building and maintaining strong, trust-based client relationships.
- Strong communication skills in English, both written and verbal.
- Expertise in CRM platforms and related tools; experience with HubSpot, Intercom, Zapier, or Airtable is a bonus.
Technical and Professional Skills
- Advanced problem-solving and troubleshooting abilities, with a focus on delivering practical solutions.
- Strategic thinking and organizational skills, with the ability to manage multiple priorities effectively.
- Strong analytical mindset to track and optimize customer success metrics.
Soft Skills
- Empathy and active listening, with a passion for understanding and addressing customer concerns.
- Adaptability and resilience, thriving in a fast-paced, startup environment.
- High level of professionalism and composure in stressful situations.
Additional Requirements
- Flexibility to travel regionally as needed (e.g., to Singapore).
- A strong commitment to delivering exceptional customer experiences and exceeding expectations.