Customer Success Manager

This is a fully remote position, open to applicants in Arizona, +2 more states.

📋 Description

• Overseeing a portfolio of merchants while acting as the main point of contact for the post-launch customer experience.

• Fostering ongoing engagement through regular check-ins, performance evaluations, and proactive outreach efforts.

• Keeping track of account health, identifying potential churn risks early, and developing action plans to mitigate them.

• Collaborating with internal teams (Support, Product, Operations, Sales) to resolve issues and facilitate merchant progress.

• Ensuring that merchants make full use of our range of products, including Online Ordering, mobile applications, loyalty programs, and CRM tools.

• Handling escalations and high-risk situations with a focus on solutions.

• Monitoring action items and ensuring consistent follow-through to prevent any oversights.

• Collecting and analyzing merchant feedback to guide product enhancements and operational processes.

• Establishing and developing the foundation of the Customer Success function, including playbooks, processes, and account health frameworks.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• 3–5 years of experience in customer success, account management, onboarding, or other customer-facing roles within a technology, SaaS, or marketplace setting.

• Demonstrated ability to manage a portfolio of accounts and achieve outcomes with strong ownership and accountability.

• Outstanding written and verbal communication skills, with a capability to navigate challenging or emotionally charged conversations.

• Experience in identifying customer risks, managing escalations, and promoting retention.

• Strong problem-solving abilities with the skill to identify root causes and create actionable solutions.

• Capacity to handle multiple priorities and ensure follow-through with meticulous attention to detail.

• Experience in collaborating cross-functionally with internal teams to address issues and achieve results.

• Proactive approach and ability to work effectively in ambiguous, fast-paced environments.

• Tech-savvy with a solid understanding of product functionality and the ability to troubleshoot issues at a high level.

🏝️ Benefits

• 401(k) plan with employer matching.

• 16 weeks of paid parental leave.

• Wellness benefits.

• Commuter benefits match.

• Paid time off and paid sick leave.

• Medical, dental, and vision benefits.

• 11 paid holidays.

• Disability and basic life insurance.

• Family-forming assistance.

• Mental health program.