Customer Success Manager

Summary

Join Helpshift as a Customer Success Manager and work with leading B2C brands to revolutionize their customer support experience. You will build strong relationships with executive and business users, collaborating with a global team to achieve customer goals, increase renewals, and reduce churn. Leveraging your expertise in Helpshift's platform, you will serve as a trusted advisor, providing strategic guidance and presenting quarterly business reviews. This role requires managing multiple projects and customers simultaneously, advocating for customer needs across departments, and escalating issues as needed. The ideal candidate possesses 3+ years of experience supporting enterprise and mid-market customers, thriving in fast-paced environments, and navigating complex organizational landscapes.

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