Customer Success & Support Manager

Quick Facts

• Role combining Customer Support and Customer Success

Description

You will handle both reactive customer inquiries and proactive improvements to onboarding, activation, engagement, and long-term product use. The goal is to ensure users don’t get lost in the product, receive fast and empathetic answers, and can clearly understand and realize the product’s value. You’ll also capture recurring issues and insights to help the product team improve the overall experience.

Responsibilities

• Respond to user questions and solve problems across customer channels
• Provide quick, clear, empathetic, and accurate responses
• Help users with first steps in the app and guide them to discover value
• Identify opportunities to improve onboarding, activation, engagement, and long-term usage
• Create and evolve support processes, reply templates, a knowledge base, and an escalation system
• Distinguish between technical, product, and health-related questions and route them to the right people
• Systematically collect feedback, categorize recurring issues, and share actionable insights with product
• Track where and why users hesitate, stop, or don’t reach expected value
• Propose and evaluate proactive communication to improve long-term product utilization
• Co-build the end-to-end customer experience standard for the product

Requirements

• Experience in customer support, Customer Success, or customer/user care for a digital product
• Human, calm, clear communication even in tense situations
• Ownership mindset to resolve customer problems
• Ability to recognize patterns and improvement opportunities from individual inquiries
• Ability to work independently and collaborate efficiently with product, engineering, and specialist teams
• Strong process orientation: priorities, order in information, and consistency
• Basic competence with customer care data and metrics
• Respect for boundaries between customer support and professional health recommendations
• English at least B2

Benefits

• Opportunity to shape the customer care process from the ground up rather than inheriting fixed procedures
• Direct impact on support quality and the product’s ability to help users long term
• Role evolution: initially cover daily support and develop Customer Success; later, reactive support may be separated into its own role so you focus more on onboarding, activation, retention, proactive communication, and overall customer experience improvement