About Our Client
Our client is a leading Software company for e-commerce sellers. They are known for their fast-paced work environment and commitment to excellence.
About the role:
Our client is seeking a talented and motivated Customer Success Manager to join their growing team. The Customer Success Manager will be responsible for building and maintaining strong relationships with clients, ensuring their satisfaction and success with the company's products or services.
Responsibilities:
Provide assigned SMB/MM customers with expert guidance at every stage of their journey, from onboarding to expansion and beyond, fostering long-term relationships and fueling their success.
Serve as a trusted liaison between customers and internal teams, advocating for their needs and ensuring their concerns are addressed promptly and effectively, thus strengthening customer loyalty.
Introduce new products and services to valued customers, showcasing their potential value and helping them explore opportunities for further growth and optimization within their businesses.
Keep a vigilant eye on the customer health dashboard, meticulously tracking key metrics such as adoption rates, expansion opportunities, and potential advocates for marketing initiatives, while also identifying and mitigating churn risks.
Act as the voice of customers within the organization, effectively communicating their needs, pain points, and feedback to internal teams, driving continuous improvements in product quality and user experience.
Collaborate cross-functionally with sales, support, and product teams to ensure a seamless experience for clients.
Advocate for the needs of clients internally, providing feedback and insights to help shape products and services.
Identify opportunities for upselling or expanding offerings to existing clients.
Skills & Qualifications:
2+ years of experience in Customer Success or Account Management at a high-growth SaaS technology company
Strong understanding of e-commerce businesses and their potential challenges & priorities
Familiarity with the retail media ecosystem, e-commerce, or paid search ecosystems is preferred
Capable of distilling customer behavior data and insights from e-commerce industry trends to formulate actionable recommendations.
Bachelor's degree in business, marketing, or a related field.
Experience developing and presenting trainings and business reviews is preferred
Ability to learn and communicate complex business concepts quickly
Skilled in leveraging CS tooling and CRM systems to manage a book of business, track customers' implementation lifecycles, and ensure seamless customer experiences.
Strong communication and interpersonal skills, with the ability to build rapport and trust with clients.
Excellent problem-solving and analytical skills, with a keen attention to detail.
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
Benefits:
Unlimited Paid Time Off
Paid Holidays and Floating Holidays
Medical, Dental, Vision, FSA/HSA, Life Insurance and Pet Insurance
401k with Employer Match
Take up to 2 Days of Paid Time Off to Volunteer with a 501c Organization
Paid Parental Leave
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