# Customer Success Manager

Published 2024-09-05

> 1. General Information Approved date: 2020.10.19 Department belongs to: Administration Department Directly responsible to: Senior Marketing Manager Appeal to: Chief Executive Officer Substitutable position: 2. Main purpo

**1\. General Information**

**Approved date:**

2020.10.19

**Department belongs to:**

Administration Department

**Directly responsible to:**

Senior Marketing Manager

**Appeal to:**

Chief Executive Officer

**Substitutable position:**

 

**2\. Main purpose and Responsibilities of the Position**

**Job Summary:**

-   In charge of the existing customer base and their success
-   Build a strategy for growth hacking and expand the community organically and supportively from other community partners

**Key areas of accountability:**

-   External community - erxes open-source and SaaS community
-   Internal community - team members

**Primary job description:**

**ERXES OPEN-SOURCE AND SAAS COMMUNITY**

-   Engage and respond to the Community in a timely manner
    -   office.erxes.io Team Inbox, Task - to listen, report, follow up and respond
    -   https://community.erxes.io/
    -   Company email
-   Collect and process feedback
    -   Product Board - Update erxes Roadmap on Vote and Internal Product Development Planning
    -   GitHub - reporting on bugs collected from customers
-   Support content creation on SaaS Feature update/Enhancement update
    -   Wondershare
    -   HemingwayApp
    -   INK
    -   Youtube
    -   Wordpress
-   Organize and participate in events to build community and boost brand awareness
-   Coordinate with Marketing, PR and Communications teams to ensure brand consistency
-   Liaise with Development and Sales departments to stay updated on new products and features

**INTERNAL COMMUNITY AND TEAM MEMBERS**

-   Share the organization's vision with each member
-   Communicate and understand each team members’ needs and wants
-   Get team members motivated and feel appreciated
-   Create and Maintain a Team Spirit
    -   erxes XOS /Mobile application/
    -   Facebook /Нью Медиа Фэн Груп/
    -   Discord chat
-   Peoplebox - OKR

**3\.       Additional information**

**Working condition**

Normal

**Working hours**

9.00-18.00 Monday - Friday (can work remotely during this time)

**Work equipment**

Desk, chair, computer, and other