Customer Success Manager
Starting at
$
25
/hrAbout this service
Summary
What's included
Client Relationship Management & Retention
Manage and nurture client relationships, serving as the main point of contact post-sale. Ensure client satisfaction by proactively addressing needs, providing personalized support, and guiding clients through their journey. Foster loyalty and drive account growth through consistent communication, regular check-ins, and solution-based service.
Onboarding & Implementation Support
Lead new client onboarding through structured, hands-on processes to ensure seamless setup and strong initial engagement. Deliver walkthroughs, training sessions, and resource guidance using platforms like Zoom, Loom, and Google Meet. Collaborate with internal teams to guarantee successful product/service adoption and early-stage satisfaction.
Issue Resolution & Partner Advocacy
Act as a trusted advocate for clients—identifying concerns early, troubleshooting platform or service issues, and escalating where necessary. Provide quick, thoughtful resolutions while coordinating with operations, sales, and support teams. Track client feedback and ensure insights are relayed internally for continuous improvement.
Email, CRM & Communication Management
Manage client communications via Gmail, Outlook, Salesforce, HubSpot, Zendesk, Gorgias, and Intercom, ensuring timely, professional, and accurate responses. Maintain detailed CRM updates, document client interactions, and provide ongoing support reporting for leadership and cross-functional teams.
SOP Development & Knowledge Base Management
Create client-facing and internal Standard Operating Procedures (SOPs) to streamline onboarding, support, and communication workflows. Produce Loom video tutorials and process guides to drive team alignment, training, and operational excellence.
Client Experience Optimization & Reporting
Analyze customer satisfaction trends and performance data to uncover areas for improvement. Conduct Root Cause Analyses on client challenges and help implement service upgrades and engagement initiatives. Assist in the development of client loyalty programs to boost retention and client lifetime value.
Recommendations
(5.0)
Client • Nov 25, 2025
Recommended
In my professional experience, Reina is an excellent Customer Success Officer and is very quick to learn quite complex systems, company structures and products. She grasps software and procedures very quickly and offers valuable feedback and insight as to how systems could be improved. Reina is skilled at data entry tasks in addition to reporting and reaching KPIs. Reina is an asset and any company would be lucky to have her.
Client • Nov 3, 2025
Recommended
Working with Reina was an absolute joy! From her very first day, she approached everything with curiosity, enthusiasm, and a genuine desire to learn. She quickly grew into her role, completing up to 60 tickets per day while maintaining empathy and thoughtfulness in every customer interaction. Beyond her strong performance, Reina was a bright light on our team — always uplifting her teammates, bringing positivity to group chats and meetings, and contributing to a culture of support 💜
Client • Sep 16, 2025
Recommended
Reina Hernandez was an excellent support rep for my ecom brand. She was quick to respond, professional, and always went above and beyond to solve issues. Her clear communication made everything easy to understand. Overall, she made the support process smooth and stress-free.
Client • Sep 16, 2025
Recommended
Our team was looking for a reliable, experienced Customer Support Rep and Reina was an excellent fit! She's a good communicator, organized and fully understands the CS process to properly manage and resolve issues. It was great to have her part of our team.
Client • Mar 20, 2025
Recommended
I had the pleasure of working with Reina Hernandez at Kinect Inc., and she was an outstanding Sales and Account Manager. Reina consistently exceeded sales targets, built strong client relationships, and always ensured smooth account management. She was organized, responsive, and worked well with other teams to improve processes. Reina’s positive attitude and dedication made her a key asset to the company. I have no doubt she will excel in any future role and highly recommend her!
Client • Mar 20, 2025
Recommended
Reina joined Ultrawellness as a customer service agent and now she is handling whole customer experience at Ultrawellness. Her work is amazing she is highly skilled in communication and making systems for a smooth customer service. She has a very good work ethics and she is a hard worker. Reina also has amazing skill at organising and scheduling work which has helped us a lot when it comes to responding customer queries and responses in time especially in Q4 when there is a rise.
