Customer Success Manager

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

📋 Description

• Observe and improve customer satisfaction by proactively identifying and resolving issues along with potential improvement areas.

• Establish and manage client expectations effectively.

• Create comprehensive success plans.

• Outline the scope of relationships and assess project risks.

• Delegate specific tasks to team members.

• Cultivate relationships with enterprise and mid-market merchants.

• Serve as a strategic partner to uncover opportunities for enhancing subscription programs.

• Propel measurable growth in customer retention, revenue, and overall experience.

• Provide insightful responses to both technical and non-technical inquiries.

• Foster a collaborative, empathetic, equitable, and inclusive team culture.

• Offer continuous strategy and suggestions as clients initiate and expand their subscription programs.

⛳️ Requirements

• Minimum of 3 years of experience in customer success with enterprise-level accounts, preferably in a SaaS context.

• Background in digital marketing, ideally within the Shopify ecosystem.

• Strong project management skills with a keen eye for detail, adherence to timelines, and quality of output.

• Effective collaboration abilities with Sales, Operations, Product, and Customer Success teams.

• Proficient in researching, analyzing, and proposing solutions to newly discovered issues.

• Exceptional communication skills through phone, video calls, and email.

• Inquisitive and eager to learn.

• Flexible with changes and comfortable with uncertainty in an early-stage startup environment.

• Previous experience in retention marketing is preferred but not mandatory.

• Additional experience with Klaviyo, Postscript, or Attentive is a plus.

• Must be legally authorized to work in the US.

• This position does not offer visa sponsorship.

🏝️ Benefits

• Annual offsite retreats in Park City or Mexico.

• Opportunity to make a significant impact at a rapidly growing startup.

• Collaborate with enjoyable and cooperative colleagues.

• Chance to contribute to product development as the company scales quickly.