Block 64

Customer Success Manager

• Serve as the primary point of contact for a portfolio of customers from onboarding through renewal via phone/web-conference, email, and chat
• Record customer interactions and support requests, documenting progress to resolution in the CRM/ticketing system
• Maintain or exceed customer success and support ticket SLAs for response time and resolution
• Coordinate activities with partners and customers from deployment pre-work through installation, hand-off, and ongoing success reviews
• Lead remote deployment and configuration of the proprietary IT asset discovery platform across client networks, public cloud tenants, and virtualized environments
• Monitor customer health, usage, and adoption metrics
• Collect installation data from client sites, identify risks, and recommend improvements to performance and completion rates
• Conduct periodic business reviews to demonstrate value delivered and identify expansion opportunities
• Provide guidance and mentorship to team members
• Document common errors, resolution paths, and customer playbooks in knowledge-base format
• Identify and champion process and product improvements based on customer feedback

Bilingual Customer Success Specialist