Remote Customer Success Manager

Summary

The job is for a Customer Success Manager at Pugpig, a mobile publishing platform company. The role involves working with customers to set and deliver on their digital publishing strategy, conducting regular business reviews, delivering product updates, and managing the software licence renewal process. The candidate should be based in the US, living in the Eastern Time Zone, and have excellent communication skills, analytical abilities, problem-solving skills, and a positive attitude.

Requirements

• You’ll become an expert in our products and services, understanding how they can solve our customers’ problems. You’re certainly tech savvy, with a genuine interest in software development and products
• If you have experience or an interest in publishing, all the better
• You’re able to juggle multiple priorities and be keen to make a difference in a small, dynamic company

Responsibilities

• Demonstrate best-in-class Customer Success principles and operational effectiveness
• Be responsible for key customer retention and growth targets, and work alongside our Customer Support and Product teams to consistently improve customer satisfaction targets
• Be your customers’ core day-to-day contact for all things Pugpig
• Create an exceptional onboarding experience for new customers - on time and on budget
• Work with customers to set goals for their Pugpig app/website(s) and carry out regular business reviews after launch to ensure we are doing everything we can to contribute to their success
• Stay on top of our product roadmap and releases to ensure your customers are kept up to date with the latest product features and versions
• Work closely with the product team to ensure customer feedback is incorporated into our product roadmap
• Deliver technical and product training to customers and, where necessary, training on third-party tools (e.g. basic analytics, push notifications)
• Maintain records in our customer success platform Planhat
• Work with the sales team to help identify when there may be opportunities for growth within an account
• Own and managing the Pugpig software licence renewal process

Benefits

• Shorter days on Wednesdays and Fridays
• Performance-related bonus scheme
• Volunteering days so that you can support a cause that’s close to your heart
• Training budget and leave to help you stay on the top of your game