Customer Success Manager

About Pacten

Pacten is an AI-powered operating system for service businesses, made up of 15 connected apps that run every part of the business — sales, customer relationships, operations, finance, and day-to-day processes — in one platform.

Pacten helps businesses manage everything from leads, customer communication, bookings, payments, and follow-ups to procurement, inventory, sales, finance, and other core business operations. We are also increasingly helping businesses attract new customers through managed advertising.

Unlike traditional software that requires stitching together multiple standalone tools, Pacten brings all 15 apps together in one connected system. It is built for both established businesses and startups that run their businesses through WhatsApp, Instagram, Facebook, and their websites—and want to keep it that way.

Role Description

As a Customer Success Representative, you will be responsible for helping Pacten customers successfully adopt and get value from the platform. You will work closely with customers throughout their journey, from onboarding and training to ongoing support, engagement, and relationship management.

You will serve as a key point of contact for customers, helping them understand Pacten’s functionalities, resolve questions or challenges, provide feedback to the internal team, and ensure they have a positive experience using the platform.

Key Responsibilities

• Support the onboarding of new Pacten customers and help them get started with the platform..

• Guide customers through Pacten’s functionalities, and workflows..

• Provide ongoing support and assistance to customers through phone calls and other approved communication channels..

• Build and maintain strong relationships with customers..

• Proactively follow up with customers to understand their experience, needs, and challenges..

• Help customers understand and get value from their Pacten subscription and relevant Pacten functionalities..

• Handle customer questions, concerns, and issues promptly and professionally..

• Identify customer issues or concerns that require additional support and escalate them to the appropriate team when necessary..

• Follow up consistently on outstanding customer issues, requests, and agreed next steps..

• Maintain accurate customer information, activities, follow-ups, and interactions in the CRM..

• Collect customer feedback, requests, and suggestions and communicate relevant insights to the wider team..

• Identify opportunities to improve customer adoption, engagement, satisfaction, and retention..

• Work closely with the wider team to ensure a smooth and positive customer experience..

Qualifications

• 2-4 years experience in Customer Success, Customer Support, Account Management..

• Strong telephone communication, interpersonal, and active listening skills..

• Strong relationship-building and customer service skills..

• Experience handling customer questions, concerns, and objections..

• Ability to quickly understand customer needs and communicate appropriate solutions..

• Ability to work independently and manage time effectively in a remote environment..

• Proficiency in CRM software and customer management tools..

• Experience working with professional certification courses, or other education-related offerings is an added advantage..

• Strong spoken English is essential..

• Experience working in EST working hours is essential..