Customer Success Manager

Summary

Join Shopmonkey as a Customer Success Manager (CSM) and play a pivotal role in supporting customer engagement and growth. You will build strong relationships with clients, drive product adoption, and identify opportunities to enhance customer satisfaction and retention. Collaborate with cross-functional teams to ensure customer success throughout their journey. This role involves managing accounts, resolving issues, and providing regular updates on account health. The ideal candidate will have 1-3 years of experience in a customer success or client-facing role, ideally in SaaS, along with strong communication and interpersonal skills. Shopmonkey offers a variety of benefits, including health and wellness perks, generous time off, opportunities for giving back, and personal and professional development.

Requirements

• 1-3 years of experience in a customer success or client-facing role, ideally in SaaS
• Strong interpersonal and communication skills (both written and verbal)
• Experience with customer success and CRM tools (e.g., Salesforce, Vitally, Gainsight)
• Customer-centric mindset with a passion for helping clients achieve their goals
• High emotional intelligence (EQ) and empathy, with the ability to build strong relationships
• Strong time management and organizational skills
• Problem-solving mindset with a focus on delivering customer value
• Ability to thrive in a dynamic, fast-paced startup environment
• Self-directed, motivated, and continuously learning

Responsibilities

• Develop and maintain relationships with assigned customers, including corporate accounts, franchises, and individual users
• Conduct regular check-ins to ensure customers maintain high Net Promoter Scores (NPS) and are fully engaged with the platform
• Understand how customers' businesses operate, identify their unique needs, and make strategic recommendations to help them succeed
• Become a trusted advisor to key stakeholders and executives, advocating for their success and business goals
• Assist with customer education to ensure a seamless transition from onboarding to customer success
• Conduct product walkthroughs to ensure customers effectively utilize key features and value-added products
• Drive product adoption by proactively addressing customer challenges and recommending solutions
• Manage accounts by driving upsells, cross-sells, and successful renewals
• Partner with sales and commercial teams to identify and execute revenue growth opportunities
• Act as the primary point of contact for customer concerns, ensuring issues are addressed quickly and effectively
• Remove roadblocks to adoption by identifying challenges and proposing solutions
• Serve as the voice of the customer by representing customer feedback and use cases internally to improve the platform
• Track and report on key customer success metrics, including engagement levels, product adoption, NPS, and renewal rates
• Provide regular updates on account health to internal stakeholders

Preferred Qualifications

Automotive industry experience

Benefits

• Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
• Short term and long term disability
• Employee assistance program
• Reimbursement for a personal health and wellness membership
• Generous parental leave
• 401(k) available upon hire
• 11 paid holidays
• Flexible time off - take the time off you need!
• Matching donations for approved charitable organizations
• Group volunteer efforts
• Weekly internal product & company training sessions
• Monthly events & education activities focused on DEIB, personal and/or professional development
• Individual career progression plans and leadership/management training