Customer Success Manager

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

About the Opportunity

The organization values the unique backgrounds, experiences, and perspectives each individual brings to the workplace. The belief is that everyone deserves a fair shot at success and that the experiences each person brings beyond traditional job requirements are appreciated. If you’re a close but not exact match with the description, it is hoped you’ll still consider applying.

Customer Success Managers (CSMs) are a critical part of the organization's success and the success of its customers. The organization takes the success of its customers incredibly seriously. The mission is to deliver exceptional assistance to customers with the highest level of quality in both product knowledge and communication skills, and in the process, consistently exceed customer expectations. The organization is looking for CSMs who are passionate about providing the best experience to customers who are scaling their businesses with the platform.

This is a great opportunity for someone with a passion for customer success, strong technical skills, and a previous background in email marketing or general strategic marketing solutions. The organization is very interested in individuals who have a track record of finding creative solutions to unique problems, who thrive in challenging situations, and want to apply these skills to solve for customers using the software.

Key Responsibilities

• Be passionate about customers’ success and establish yourself as the trusted advisor for approximately 40 customers.
• Develop tailored success plans to drive adoption of the platform and ensure customers achieve their goals.
• Identify and recommend additional platform products to help increase revenue for customers.
• Proactively review customer performance, address any open issues, and ensure consistent messaging and appropriate escalation.
• Work cross-functionally across Onboarding, Customer Growth, and internally facing teams to solve for customer goals and create a great customer experience.
• Work to set priorities and establish a plan to resolve open issues in a timely manner.
• Provide customers with a combination of both strategic guidance and tactical support.
• Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies to reach their goals.
• Contribute feedback to Product on product improvements to enhance customer engagement.
• Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion.
• Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.

Required Qualifications

• 2+ years of customer success experience with a track record for building and nurturing relationships with multiple stakeholders on an account at a time.
• Experience explaining how to reach key goals using software with end users.
• A track record for creative problem-solving for customers and end users.
• Experience in marketing or advising customers on marketing strategy.
• Comfortable discussing account renewals, upgrades, and cancellations.
• Thrives in a collaborative environment.
• Excellent organizational and project management skills.
• Excellent communication skills via phone, video conference, and email.
• Curious and eager to learn.
• Able to adapt in a quickly changing environment.
• Experience with: Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint.
• Track record managing customer relationships through Salesforce or similar CRMs.
• Experience using email marketing platforms and E-Commerce platforms is a plus.
• Has already experimented with AI in work or personal projects, and is excited to dive in and learn fast. Is hungry to responsibly explore new AI tools and workflows, finding ways to make work smarter and more efficient.

Additional Information

The salary range reflects the cost of labor across various U.S. geographic markets. The range displayed reflects the minimum and maximum target salaries for the position across all U.S. locations. The base salary offered for this position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location.

In addition to base salary, the total compensation package may include participation in the organization’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility.

A recruiter can provide more details about the specific salary/OTE range for a preferred location during the hiring process.

Base Pay Range For US Locations:

$72,000—$108,000 USD

The organization empowers creators to own their destiny by making first-party data accessible and actionable like never before. The organization sees limitless potential for the technology being developed to nurture personalized experiences in ecommerce and beyond. To reach its goals, the organization needs its own crew of remarkable creators—ambitious and collaborative teammates who stay focused on the north star: delighting customers. If ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, it is hoped you’ll join.

AI fluency includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). Accommodations are provided as needed.

The organization is committed to a policy of equal opportunity and non-discrimination. It does not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment, or any other characteristic protected by applicable law.