Rapyd is changing the landscape of hosting for dynamic WordPress sites. We are committed to providing our customers with a world-class hosting experience and learning from their feedback, and we are looking for a Customer Success Manager (CSM) to help us get this done.

As a part of our team, you’ll be expected to not only listen to our customers but also understand their unique needs and concerns, ensuring they feel heard. Empathy is key in comprehending the customer’s perspective and motivations. Your role will require you to employ creative problem-solving, both independently and by collaborating with other teams when necessary. A natural curiosity to delve into customer inquiries and their underlying concepts is essential. Furthermore, you should be comfortable with autonomy, delivering swift solutions while meeting customer expectations and achieving mutually satisfactory outcomes. If you are passionate about customer service and possess these qualities, we invite you to join our team.

Key Responsibilities

• Be the primary point of contact for assigned accounts
• Build and maintain relationships with customers
• Understand customer needs and goals
• Develop and implement solutions to customer problems
• Proactively identify and address potential customer issues
• Escalate issues to the right team as needed
• Gather, analyze, and share customer feedback
• Track and report on customer satisfaction metrics
• Stay up-to-date on company products and services
• Identify and engage customers at risk of churn.

Preferred Skills and Abilities

• Capable of ensuring customers feel listened to and supported by the company
• Demonstrated empathy in understanding customer perspectives and motivations
• Ability to effectively communicate complex concepts in English
• Familiarity with WordPress
• Knowledge of web hosting concepts
• Comfortable working remotely and asynchronously
• Willingness to take a consultative approach to customer relationships
• Strong problem-solving abilities
• You thrive in autonomy
• Honesty and humility – not afraid to admit when you don’t have all the answers

Desired Qualifications

• University Degree or Equivalent
• 2-4 years working in a tech company in a customer-facing role
• Previous experience managing  WordPress websites on behalf of clients