Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a portfolio of small to medium merchants while managing the post-launch customer journey

• Enhance merchant engagement through regular check-ins, performance assessments, and proactive outreach efforts

• Assess account health, identify potential churn risks, and develop actionable plans

• Collaborate with Support, Product, Operations, and Sales teams to resolve issues and facilitate merchant progress

• Ensure merchants effectively use Online Ordering, mobile applications, loyalty programs, and CRM tools

• Handle escalations and manage high-risk scenarios

• Track action items and ensure thorough follow-up

• Collect and analyze merchant feedback to guide product and operational enhancements

• Conduct customer performance reviews, escalation discussions, and strategic check-ins

• Leverage order, revenue, and engagement data to inform decisions and conversations with customers

• Develop Customer Success playbooks, processes, and frameworks for account health

• Identify areas for improvement in workflows, product adoption, and overall merchant success

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience

• 3 to 5 years of experience in customer success, account management, onboarding, or roles involving customer-facing technology, SaaS, or marketplaces

• Proven ability to manage a portfolio of accounts while driving results with a sense of ownership and accountability

• Outstanding written and verbal communication skills, including the capacity to handle difficult or emotionally charged conversations

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

• Strong problem-solving abilities with a knack for diagnosing root causes and creating actionable solutions

• Capacity to juggle multiple priorities and ensure diligent follow-through with a keen attention to detail

• Experience collaborating cross-functionally with internal teams to resolve issues and achieve results

• Proactive mindset with the ability to thrive in fast-paced, ambiguous environments

• Tech-savvy with a solid understanding of product functionalities 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

• Paid sick leave

• Medical benefits

• Dental benefits

• Vision benefits

• 11 paid holidays

• Disability insurance

• Basic life insurance

• Family-forming assistance

• Mental health program

• Flexible paid time off/vacation for salaried positions

• 80 hours of paid sick time per year for salaried positions

• Premium healthcare

• Wellness expense reimbursement