Manager of Customer Success

About AIFIAN

AIFIAN is at the forefront of transforming real-world asset investment globally. Our mission is to democratize access to smart investment opportunities, leveraging advanced technology to bridge traditional finance and modern accessibility. Following our successful soft launch in Taiwan in 2023, focusing on the burgeoning market of liquor investments, we've captured significant enthusiasm. As we prepare to scale our operations internationally, we're expanding our team to champion AIFIAN's vision worldwide.

About the Role

As a Manager of Customer Success at AIFIAN, you will lead and inspire a team of customer success professionals dedicated to enhancing our customers' experience and success. Your primary focus on driving strategic initiatives to enhance customer satisfaction and retention, as well as people management, including coaching, development, and performance management. You will play a critical role in building a high-performing team that excels in building strong relationships with our users, ensuring their needs are met, and helping them achieve their desired outcomes efficiently.

What You'll Do

• Develop, implement and execute customer success strategies that align with company objectives.
• Align customer success efforts with product, engineering, and business to ensure consistent and effective customer experiences.
• Provide leadership and direction to a team of customer success specialists, fostering a collaborative, open, and high-performing team environment.
• Utilize data and metrics to assess team performance, customer satisfaction, and process effectiveness. Implement improvements based on insights to optimize team operations and customer outcomes.
• Identify and implement best practices and process enhancements to improve the efficiency and effectiveness of the customer success team. Promote a culture of continuous improvement.
• Define and track key metrics for the team, such as customer satisfaction, retention rates, and churn rates. Use these metrics to guide team objectives and measure success.
• Ensure the team collects and acts on customer feedback, using it to drive product improvements and enhance the customer experience. Lead initiatives to address common pain points and opportunities for enhancement.

Tools You Will Use

• Support Systems: Intercom, JIRA
• Communication Tools: Slack, Notion
• Data Analytics Tools: Mixpanel, Google Analytics

What We Look For

• Minimum of 5 years in customer success roles, with at least 2 years in a senior or leadership position. Experience with leveraging AI technologies and their application is preferred.
• Proven ability to lead and develop a team, fostering a culture of continuous improvement and innovation.
• Deep commitment to understanding and addressing user needs, with a passion for delivering exceptional customer experiences.
• Strong data analysis skills, with the ability to derive actionable insights from user feedback and support metrics.
• Excellent verbal and written communication skills, with the ability to convey complex concepts in a clear and concise manner.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Enthusiasm for staying at the forefront of technological advancements and applying them to enhance user experiences.

At AIFIAN, we foster a collaborative environment devoid of traditional hierarchies. Titles and tenure are set aside as we let our accomplishments speak for themselves. We operate as a united team with a shared objective, constantly pushing each other to excel. Every team member is regarded as a decision-maker, holding autonomy and trust. We believe in the capability of our partners to shoulder responsibilities and contribute their best efforts.