Customer Success Manager

**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.
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**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 GyroGlove 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.