Customer Success Manager

Summary

Join Shopmonkey as an Enterprise Customer Success Manager and lead customer engagement and growth initiatives. You will work with Shopmonkey's largest customers, ensuring their success and satisfaction while using the platform. Responsibilities include building relationships with customers, driving adoption and engagement, and acting as a trusted advisor. You will collaborate with cross-functional teams to ensure a seamless customer journey. This role requires 3+ years of experience in Customer Success or Customer Experience within SaaS, strong communication and interpersonal skills, and a passion for customer satisfaction.

Requirements

• Have 3+ years experience in a Customer Success Or Customer Experience role within SaaS
• Team player willing to pick up and help others achieve shared goals
• Ability to use Success and Revenue tooling (i.e. Vitally, Salesforce, Tableau etc)
• Have a high EQ and demonstrable empathy. You are relentlessly customer-focused
• Adapt while in an ever-growing team and customer base
• Balance between thinking strategically with exceptional attention to detail and execution
• Are self-directed, highly motivated to succeed, and maintain an “always learning” posture
• Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and fast-paced changes

Responsibilities

• Develop relationships with strategic customers, understand how their shops run, and what makes their business successful
• Manage and check-in proactively on a regular cadence to ensure customers maintain high NPS, are engaged, and have a high adoption of Shopmonkey’s offerings
• Drive depth within your book of business, make strategic recommendations and a cadence of QBRs
• Become a trusted advisor and advocate for customers’ stakeholders and executives
• Partnering with Commercial leaders to drive value-add upsells, cross-sells, and successful renewals for both growth and maintain NRR
• Remove adoption roadblocks by understanding challenges and recommending solutions, driving product value and stickiness
• Become the voice of the customer, and represent customer use cases internally
• Travel to customer location(s) for meetings with stakeholders and attend events/trade shows, as required

Preferred Qualifications

Automotive Experience is a Plus

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