Customer Success Manager

Cohere Beauty is a diverse team of strategic collaborators, product innovators, R and D formulators, and manufacturing professionals. Built on beauty and rooted in quality, our promise is to collaborate, co-innovate, co-develop, and co-manufacture. Promoting diversity and sustainability through our facilities and supply chains, Cohere Beauty’s approach to social, safety, and environmental responsibility is grounded in a commitment to our employees, customers, and the communities where we live and work. At Cohere Beauty, we’re here for what’s next.

Job Summary

The Cohere Beauty Customer Service Manager plays a pivotal role in managing and expanding our customer base while ensuring the satisfaction of existing customers. This position serves as the primary advocate for our customers, building and maintaining strong relationships while ensuring their needs are met. To satisfy this role's requirements, a strategic thinker with strong business acumen, exceptional communication skills, and a passion for delivering exceptional customer experiences is key.

This is what you will do:

• Identify and pursue business opportunities to grow our existing customer base.
• Lead and manage the internal account management process, providing direction and support.
• Serve as the primary point of contact for cross-functional team leads, fostering effective communication and collaboration in support of our customers.
• Maintain relationships with customers by providing support, information, and guidance, while researching and recommending new opportunities.
• Understand customers’ goals, challenges, and needs, and proactively identify opportunities to enhance their experience and drive success.
• Collaborate with cross-functional teams to address customer needs and deliver solutions that align with their objectives.
• Onboard new customers, providing guidance and support through the implementation process.
• Lead discussions with customers in relation to their forecast, changes, and newness, and update our internal files.
• Monitor customer satisfaction levels and proactively address any issues to maintain high levels of retention and loyalty.
• Analyze customer usage data and metrics to identify trends and opportunities for optimization.
• Prepare reports and presentations on customer success metrics, trends, and insights.
• Stay updated on industry trends, best practices, and competitive landscape to better understand customers' needs.
• Perform other duties as assigned.

This is what you will need:

• Bachelor’s degree or comparable experience.
• Proven track record of acquiring new customers and expanding product footprint in existing customer base.
• Strong interpersonal skills and ability to build rapport and trust with customers.
• Excellent communication skills, both verbal and written.
• Demonstrated ability to collaborate effectively with cross-functional teams.
• Empathetic and customer-centric mindset,
• Strong problem-solving skills and the ability to think critically and strategically.
• Proficiency in Microsoft Office Suite and CRM software.
• Ability to multitask, prioritize, and manage time effectively.
• High level of adaptability and resilience
• Ability to maintain regular and predictable attendance.

We enthusiastically welcome your application, as we recognize the invaluable perspective, experience, and potential you possess. Apply with us today! Together, we win!