Customer Success Manager

Summary

Join our team as a Customer Success Manager (CSM) specializing in technical support! You will be the primary point of contact for customers, guiding them through onboarding, implementation, and optimization of our products. You will build strong customer relationships, provide technical assistance, troubleshoot issues, and ensure customer satisfaction. This role requires excellent problem-solving and communication skills, along with a deep understanding of our technology. In addition to customer success responsibilities, you will act as the go-to resource for technical support, resolving issues and ensuring a seamless customer experience. The ideal candidate will have experience in a customer-facing role within a SaaS or retail environment. We offer a competitive salary, benefits, and a supportive work environment.

Requirements

• Proven experience of 1-3 years in a customer-facing role within a SaaS or Retail environment, showcasing adeptness in building relationships, addressing customer inquiries, and delivering exceptional service
• Be a self-starter, comfortable in a fast-paced, growing environment, and able to effectively communicate technical concepts
• Be a stellar team player, actively collaborating with and assisting colleagues, maintaining a positive and supportive attitude, and working cohesively towards shared objectives
• Be proficient in delivering clear and concise instructions to clients on how to effectively utilize new concepts / software, ensuring they understand its functionality and can navigate it with ease
• Be flexible and willing to work a Wednesday through Sunday schedule for one week, once per quarter, to provide necessary coverage and support during peak times or as needed

Responsibilities

• Lead the onboarding process for new customers, ensuring smooth implementation and adoption of the product
• Guide customers through the setup, configuration, and integration of our solutions to ensure they achieve their business goals
• Act as the primary point of contact for customers post-sale, building and nurturing long-term relationships
• Understand customer needs and ensure they are fully utilizing the product to maximize value
• Proactively identify opportunities to help customers optimize their use of the product, delivering best practices and guidance on product features
• Ensure customers achieve desired outcomes and continue using the product effectively
• Provide training, resources, and product tutorials to customers, ensuring they understand the full capabilities of the product and can leverage it to meet their objectives
• Monitor customer health, conduct regular check-ins, and act as the customer's advocate within the organization
• Address any concerns and work to prevent churn by offering proactive solutions to enhance customer satisfaction
• Identify opportunities for upselling and cross-selling additional features, services, or products based on customer needs and business objectives
• Serve as the primary point of contact for customers seeking technical support
• Diagnose and troubleshoot issues related to the product, integrations, or configurations in a timely and efficient manner
• Resolve technical issues promptly and accurately, providing clear instructions or escalating to the appropriate team when necessary
• Ensure issues are resolved to the customer’s satisfaction and follow up to confirm the problem is resolved
• Develop and maintain a deep understanding of the company’s products, services, and technical solutions, providing customers with best practices, guidance, and resources to maximize their use of the product

Preferred Qualifications

• Experience using tools such as Wodify, ZenDesk, Google Apps, HubSpot, JIRA
• Experience in customer success, sales or business development role
• Knowledge of CMS systems and website optimization

Benefits

• 65k-75k yearly salary, bonus, and equity plan
• Medical, Vision and Dental Insurance plus company-paid disability and life insurance
• 401(k) plan and FSA
• Unlimited PTO
• Team, social and philanthropy events
• Gym/wellness reimbursement and commuter benefits
• Location-agnostic (remote, hybrid, and in-office friendly!)