Customer Success & Support Manager
Skills
About This Role
About the Role
As CASABOT’s Customer Success & Support Manager, you’ll be the voice of our customers—ensuring they not only love our product but also feel empowered using it.
You’ll lead onboarding, ongoing engagement, and technical support across residential, commercial, and hospitality clients, playing a critical role in customer retention and satisfaction.
Own and improve the customer lifecycle from onboarding to renewal.
Deliver exceptional technical and non-technical support through chat, phone, and email.
Build scalable onboarding and training processes.
Manage and mentor support engineers and success agents.
Monitor and report on customer health scores and satisfaction metrics.
Act as the internal voice of the customer—partnering with Product and Engineering on feature feedback and issue resolution.
Lead implementation of customer self-service resources and knowledge bases.
Handle escalations and critical customer issues with urgency and empathy.
Collaborate with Sales and Account Management on upsells and renewals.
Customer Success & Relationship Management
5+ years of experience in Customer Success or Support roles, preferably in SaaS, IoT, or Smart Home/PropTech
Proven track record in reducing churn and increasing customer satisfaction
Experience
with customer journey mapping and lifecycle strategy
Technical Proficiency
Familiarity with smart home ecosystems (Zigbee, Z-Wave, Matter, Wi-Fi, etc.)
Ability to understand and communicate technical concepts to non-technical users
Experience
with support ticketing systems (e.g., Zendesk, Freshdesk)
Communication & Leadership
Exceptional communication and interpersonal skills
Customer-first mindset with a high emotional intelligence
Experience
hiring, coaching, or managing support/success teams
Tools & Systems
CRM (HubSpot, Salesforce, or similar)
Support Platforms (Intercom, Zendesk)
Project management tools (Asana, Notion, Trello)
Nice to Have
Experience
in pre-launch or startup environments
Familiarity with AI or automation platforms
Multilingual capabilities (especially Arabic, German, French or Italian)
Benefits
Help shape the future of AI-powered smart living
Work with a global, mission-driven team
Remote-friendly culture with flexible hours
Equity options for early-employees
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