If you're motivated by exciting challenges and eager to take initiative in times of change, you'll have the chance to make a significant impact here, backed by a talented and amazing team.
As a Customer Success Manager, you will work closely with agile, technology-focused brands to help them realize value from their investment in the platform.
What You'll Do Own and assume ultimate responsibility for client renewals and retention.Be the customers' main point of contact and trusted advisor.Partner with Sales Executives, taking a lead role to ensure excellent customer experience and commercial alignment.Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their objectives.Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and the platform.Proactively analyze your customer product usage to identify opportunities and risks to account health.Maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews.Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development.Provide continuing education for customers to maximize product usage, identifying new or unused features that could provide value for your customer and represent an upsell opportunity.Coordinate with other teams including Technical Support, Industry Solutions, and Deliverability Services to ensure your customers receive the support they need simply and seamlessly.Act as a point of escalation for customers.Who You Are You are an experienced Customer Success professional who takes pride in empowering your customers to achieve outstanding results. You bring a proven history of success in customer success or a similar field.
You are a skilled communicator with exceptional written and verbal abilities, complemented by outstanding follow-up skills. Your clients and colleagues feel understood and confident in your abilities to solve problems they may have.You're known for being a "team player."You build great relationships with colleagues and customers.You have strong intellectual curiosity, constantly seeking opportunities to deepen your knowledge and understand how your work influences those around you.You have a proven track record successfully managing complex, high-value accounts or projects with sophisticated clients and multiple stakeholders.You have excellent time management.You have strong technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML etc).At least 3 years of relevant experience in a related area, for example, Onboarding, Customer Success, Account Manager, or Project Manager.English & Spanish is a must. Portuguese is a plus.What We Offer Flexible hours.Work Balance Philosophy.Great work environment.Health insurance.Flexible benefits to enjoy every month.
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