Customer Success Manager
Job Description
Online shopping has changed. Today’s eCommerce runs on selling products, not brands. SamCart is the first e-commerce platform built from the ground up for direct to consumer brands. By focusing on the product level, and not the store level our customers can create beautiful sites that showcase their products, convert visitors into customers, and increase the value of each purchase.
We are looking to grow our Customer Success team with a Customer Success Manager. We are a rapidly-growing, fast-moving company that loves our customers and firmly believes that their success is our success. That’s why this position is so important – and why it’s such an amazing opportunity.
As a member of our Customer Success team, that reports to our VP of Revenue, you will be responsible for driving product adoption and developing customer relationships that promote loyalty and retention in a SaaS environment. The success of your customers is your primary focus and obsession. You will be responsible for proactively working with customers to ensure that they are satisfied with the value they receive from SamCart and maximize their potential on our platform. You will understand our customers’ needs in depth, and build strategic relationships with key contacts across all tiers of users.
Key responsibilities:
- Manage a large number of accounts, through customer milestones and reading health signals
- Onboard new customers to the platform and support early product adoption
- Continuously look for opportunities to intervene in the customer lifecycle and support their development on the platform
- Serve as a voice for your customers in product design and development
- Sustain business growth and profitability by maximizing value through upselling, cross selling and tracking renewals
- Analyze customer trends and data to improve the overall customer experience
- Mediate between customers and the organization, sometimes managing the relationship through complicated technical workflows
- Handle and resolve customer requests and complaints, either directly or indirectly through other teams and departments
- Minimize customer churn
We are looking for someone who has:
- 1-3 years prior sales, customer success, or account management experience, preferably at a SAAS company
- Excellent communication skills – both written and verbal
- Self-driven and proactive nature--a comfort with ambiguity
- Tech-savvy, can learn the in’s and out’s of a new platform easily, adaptable, and comfortable with frequent functionality updates
- Thrives in a changing environment. We are a startup after all! Growth = Change!
- Superior customer service skills – the ability to be responsive, compassionate, resourceful, organized and solution-oriented while maintaining a sense of humor
Here at SamCart, we are startup veterans, marketing savants, experience experts, and eCommerce bosses. Our goal is to build the industry-leading direct-to-consumer eCommerce platform. Our team works hard, supports each other, and enjoys these awesome perks.
- Stock options
- Unlimited PTO policy
- Flexible work schedule
- Cool offices with cool people located near the Arboretum
- (Covid Update: Currently Working From Home)
- Free snacks and drinks
- Regular happy hours and other fun stuff
If the above description sounds like you, we’d love to meet you!