Customer Success Manager

Summary

Join Shopmonkey as our dynamic Manager of Customer Success, leading our SMB/Pooled Customer Success team. You will drive customer retention, adoption, and expansion, mentoring a team of Customer Success Managers. This role requires experience managing SMB customer segments, building high-performing teams, and leveraging data-driven insights. You will develop and implement strategies to maximize customer engagement and success, collaborating with various teams to ensure a seamless customer journey. The position offers a competitive salary, comprehensive benefits, and a fully remote work environment. Shopmonkey provides a supportive and inclusive work culture, investing in employee well-being and professional development.

Requirements

• Experience managing SMB customer segments in a high-touch or tech-touch model
• Strong understanding of round-robin account distribution and workload balancing
• Proven ability to build, mentor, and scale high-performing teams
• Excellent communication and relationship-building skills
• Analytical mindset with experience using data to drive strategy and decision-making
• Ability to thrive in a fast-paced, growth-oriented environment

Responsibilities

• Lead and mentor a team of SMB Customer Success Managers (CSMs) operating under a round-robin account assignment structure, aka the Pooled Team
• Develop and refine processes to ensure fair and efficient account distribution, maximizing customer engagement and success
• Drive key customer success engagement metrics, including retention, expansion, and customer satisfaction
• Implement scalable strategies to support a large number of SMB customers with varying needs
• Collaborate with Sales leaders, Product Managers, and Support leaders to ensure a seamless customer journey and provide a positive customer experience
• Leverage data and analytics to track team performance, customer health, and engagement strategies
• Develop training programs and career growth plans for the Customer Success team
• Advocate for customer needs internally, influencing product roadmap and service improvements
• Prepare a 30, 60, 90-day plan outlining key milestones, strategies, and goals for onboarding and team development

Preferred Qualifications

In the United States the range is typically a salary of $100,000 to $110,000 + bonus + equity + benefits

Benefits

• Fully Remote Work!
• $750.00 to set up your home office
• $20 phone/internet monthly reimbursements
• Virtual activities and in-person meet-ups
• Laptop and super rad swag provided
• Unique opportunity: This is the best form of hybrid! All teams get to travel and meet up for collaboration at least once/year. Shopmonkey also hosts an annual company-wide get together we call Rally
• 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