Customer Success Manager, Growth

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

📋 Description

• Manage an active portfolio of onboardings from start to finish, beginning with the kickoff call and continuing through the nurturing process.

• Conduct structured kickoff meetings to outline each customer's technology stack, key stakeholders, and objectives.

• Assist customers with the installation of Triple Pixel in Shopify, covering aspects such as Theme App Embed, Checkout Web Pixel, live URL testing, and GTM support.

• Set up and verify UTM and tracking parameters across various paid channels.

• Establish connections and resolve issues related to Meta, Google Ads, TikTok, Klaviyo, Google Sheets, and Slack integrations.

• Guide customers through the Summary and Attribution dashboards, Custom Metrics, and the selection of attribution models.

• Oversee onboarding and success pipelines in HubSpot from the initial kickoff to contract renewal.

• Collaborate with Sales to address unresponsive customers and with Support for technical escalations.

• Handle a high-volume customer portfolio through shared inboxes, live chat, and office hours.

• Recognize churn risks and develop strategies for resolution.

• Promote growth by pinpointing upsell opportunities.

• Enhance the customer experience through the development of playbooks and analysis of friction points.

⛳️ Requirements

• Proven experience in providing support within the eCommerce or marketing technology sector, preferably in a SaaS setting.

• Proficiency in technical setup and configuration, along with the capability to thoroughly understand platforms and guide others.

• Knowledge of Meta Ads, Google Ads, TikTok, Klaviyo, Shopify, and UTM tracking is highly beneficial.

• Previous experience in high-volume customer success, customer support, or sales development roles.

• Exceptional written and verbal communication abilities.

• Strong organizational skills with the capacity to manage multiple onboardings at once.

• A natural sense of ownership along with proactive follow-up skills.

• A positive, energetic, and service-oriented attitude.

• Comfort in facilitating negotiation and renewal discussions.

• Ability to excel in collaborative settings and adapt to change.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Flexible working hours and remote work options.

• Professional development opportunities and training programs.

• A supportive and dynamic work environment.