As a member of the Customer Success & Product Education team, the Customer Success Manager plays a vital role in delivering exceptional client support and ensuring smooth resolution of product-related issues. Acting as the bridge between client-facing teams, clients, and the product/tech teams, the CSM is responsible for resolving bugs, managing client support & product inquiries, and contributing to improving client satisfaction and internal processes.

Key Responsibilities

Primary Responsibilities (Day-to-Day Area of Focus)

1. Bug Resolution and Management

   • Serve as the primary point of contact for bug resolution, including:

     • Receiving information from Account Executives (AEs) and Account Managers (AMs).

     • Resolving bugs where possible, escalating to product/tech teams as needed, and following up to ensure timely resolution.

     • Fully closing the loop with clients by providing clear updates and final resolutions.

2. Client Support and Backend Administration

   • Handle client administration, product support, and backend tasks, including:

     • Collecting details from client-facing teams and treating them as if directly received from clients.

     • Managing support inquiries via Intercom and via Support mail, tagging, cateagorizing, and prioritizing issues.

     • Monitoring and addressing other inquiries as delegated.

   • Maintain a diligent record of all bugs and issues reported, ensuring transparency and traceability.

Secondary Responsibilities

1. Client Platform Training

   • Occasionally assist with client onboardings (to be defined further)

   • Occasionally lead or support AMs in feature-focus sessions for clients

2. Knowledge Base and Resources

   • Track new FAQs to add and identify resource gaps in Intercom Knowledge Base based on recent client issues or bugs.

   • Assist in creating educational materials, resources, and marketing content in collaboration with Head of CS

3. Client Communication and Feedback

   • Help to maintain a weekly recap document for AMs, summarizing activity from Intercom and support@lefty.io inquiries.

   • Support NPS/client satisfaction survey initiatives, including outreach, feedback tracking, and follow-ups.

• Full professional proficiency in the English language (native or C1+) is MANDATORY

• Strong problem-solving skills and a proactive attitude towards resolving issues.

• Excellent communication skills, with the ability to explain technical solutions clearly to non-technical audiences.

• Experience using tools like Intercom or similar customer support platforms.

• Highly organized and detail-oriented, with the ability to maintain meticulous records.

• Familiarity with bug tracking and resolution processes.

• Ability to collaborate effectively with cross-functional teams.

• Previous experience in Customer Success, Support, or a related role preferred.

20-minute video screening with Head of Customer Success

1-hour in-person in our offices with Head of Customer Success

Case Study

Final in-person interview with Head of Customer Success, CPO and CEO