Taazaa is a fast-growing software development company passionate about delivering innovative and scalable solutions. We specialize in custom product development, enterprise software, and SaaS applications. As part of our growing portfolio, TobiCloud offers a cutting-edge platform that simplifies fleet management and logistics operations, providing actionable insights and automation to improve efficiency and reduce costs.
We are seeking a Customer Success Manager to join our team, focusing on TobiCloud, ensuring customer satisfaction, retention, and growth.
Role Overview
The Customer Success Manager (CSM) will be the primary point of contact for our TobiCloud customers, ensuring they maximize the value of the platform. You will collaborate with cross-functional teams to drive adoption, resolve customer issues, and identify opportunities for upselling and cross-selling. The ideal candidate will possess a deep understanding of fleet management/logistics challenges and a passion for building long-term customer relationships.
Key Responsibilities
Customer Onboarding and Adoption:
Lead new customers through the onboarding process, ensuring a smooth transition to TobiCloud.
Develop training materials and deliver tailored workshops to help customers maximize TobiCloud's features.
Customer Engagement and Support:
Serve as the primary point of contact for customer inquiries, troubleshooting, and escalations.
Proactively monitor customer usage metrics and address potential issues before they arise.
Retention and Growth:
Build strong, trusted relationships with customers to ensure long-term loyalty.
Identify opportunities for upselling and cross-selling additional Taazaa services or TobiCloud modules.
Conduct periodic business reviews to ensure customers achieve their desired outcomes.
Collaboration with Internal Teams:
Work with product and engineering teams to communicate customer feedback and drive feature improvements.
Collaborate with the sales team to support renewals and expansions.
Provide insights for marketing campaigns that address common customer challenges or success stories.
Metrics and Reporting:
Track key performance indicators (KPIs) such as churn rate, customer satisfaction scores (CSAT), and Net Promoter Score (NPS).
Report regularly on customer health and potential risks to leadership.
Qualifications
Bachelor's degree in Business, Communications, or a related field (or equivalent experience).
3-5 years of experience in customer success, account management, or a similar role in SaaS or software solutions.
Strong understanding of fleet management, logistics, or supply chain operations is a plus.
Excellent interpersonal and communication skills, with the ability to manage challenging customer interactions.
Proven ability to analyze customer data and metrics to drive actionable insights.
Experience with CRM and customer success platforms (e.g., HubSpot, Gainsight, or similar tools).
Skills & Attributes
Customer-centric mindset with a focus on delivering measurable outcomes.
Strong problem-solving skills and the ability to manage competing priorities.
Team player who can work collaboratively across departments.
Self-motivated and proactive in understanding customer needs.
Experience with TobiCloud or similar fleet management software is a plus.
What We Offer
Competitive salary and benefits package.
Opportunity to work on an innovative product in the logistics and fleet management space.