Customer Success Manager

Summary

Join Helpshift, a company revolutionizing customer relations through its AI-powered customer service platform, as a Customer Success Manager! You will build strong relationships with West Coast-based customers, collaborating with a global team and partnering with Account Managers. Responsibilities include establishing key performance indicators, serving as a product expert, presenting quarterly business reviews, advocating for customer needs, and managing multiple projects. This role requires 3+ years of experience supporting enterprise and mid-market customers, adapting to fast-paced environments, and navigating enterprise organizations. A master's degree or equivalent experience is a plus. Helpshift offers the opportunity to work with leading B2C brands and utilize cutting-edge technology.

Requirements

• You have 3+ years' experience helping Enterprise and Mid-Market customers reach their goals, while surpassing your teams’ measures of success in the process
• You adapt quickly and thrive in a fast-paced, growing, and deadline-driven environments where flexibility and teamwork are critical
• You’re able to navigate an Enterprise organization’s political landscape to develop and expand relationships at all levels while driving large-scale, highly visible, strategic initiatives for customers
• You have seamlessly supported 30-40 Mid-Market and Enterprise customers at a time

Responsibilities

• Build strong executive and business user relationships with Helpshift’s customers
• Have the opportunity to work with a global CSM team and collaborate across North America, EMEA and APAC
• Partner with Account Managers on value creation to successfully renew and grow the customer
• Work with customers to establish critical goals, or other key performance indicators that aid them in achieving their goals, increasing renewals and reducing churn
• Be the Helpshift product expert from the business user perspective, becoming a trusted, strategic advisor for your customers
• Develop and present quarterly business review data to your customers and prepare post-meeting reports
• Serve as your customer’s advocate throughout the duration of the contract lifecycle, from successful completion of the onboarding process to the identification and development of upsell opportunities
• Communicate your technical knowledge of Helpshift’s platform educating clients on best practices regarding SDK configurations and internal Dashboard setup
• Advocate for customer needs cross-departmentally and manage issue escalation to the development team as needed
• Manage several projects and customers at one time, responding as needed to high priority client inquiries throughout the day, evening, and weekend when necessary

Preferred Qualifications

Bonus points for a master's degree or equivalent experience