Customer Success Manager

About You

You’re a jack-of-all-trades with a passion for innovative technology and a knack for engaging with people to ensure their satisfaction. As a self-starter, you excel at identifying key problems and tackling the most pressing issues. Your experience working directly with customers has made you comfortable in representing the organization to them. There’s nothing more rewarding for you than seeing customers use your product successfully, feel its value, and express their happiness in partnering with you.

Additionally, your curiosity drives you, and you would welcome the chance to collaborate with a technology team comprising data scientists, algorithm experts, as well as back-end and front-end engineers to broaden your knowledge.

About Our Client

Our client powers product search and discovery for some of the largest retailers globally. It handles billions of requests weekly, and chances are, you’ve encountered its results or utilized its products without realizing it. The company distinguishes itself by prioritizing metrics over features, reimagining search and discovery from the ground up as a machine learning challenge aimed at enhancing metrics like revenue.

Our client is experiencing approximately double the growth year-over-year despite market slowdowns and has clients across every eCommerce vertical. The team consists of passionate technologists who thrive on solving challenges while striving to enhance the experiences of customers and coworkers alike. Values such as empathy, openness, curiosity, and a focus on continuous improvement are at the heart of the company’s culture. It believes that empowering everyone within the organization to make decisions can yield outstanding results.

About The Role

As a Customer Success Manager, you will join a rapidly expanding team dedicated to helping customers boost their revenue by enhancing the search and product discovery experiences of their websites and mobile apps through integrating with the organization’s services.

Responsibilities

– Earning the trust of customers by ensuring they successfully implement the product and are satisfied with the results.

– Understanding the needs and roles within the enterprise organizations served and assisting in managing priorities and misalignments. When conflicting requests arise from different individuals within a customer, the team must adeptly prioritize what is best for the organization’s success while maintaining positive relationships.

– Crafting and communicating both internal and external narratives that detail what is needed for customer success.

– Effectively requesting and managing engineering time to prioritize important customer work while addressing less critical requests with minimal engineering resources.

– Handling and resolving customer support requests.

– Creating and updating customer documentation and training materials as necessary.

– Continuously seeking new methods to enhance the integration process and ensure customers feel successful.

Requirements

– A minimum of three years of professional experience in roles such as customer success, technical account management, or solutions consulting, interacting directly with customers and large organizations.

– Excellent communication and interpersonal skills.

– Familiarity with APIs and experience interacting with them.

– Strong ability to quickly comprehend the various roles in an organization, prioritize those most relevant to a task, and articulate a clear narrative to garner support for your ideas.

– Proficiency in convincing and motivating peers to take the necessary actions.

– Enjoyment in engaging with customers and tackling new challenges daily.

– A keen willingness and desire to learn swiftly, think creatively, and devise innovative solutions.

Benefits

– A competitive compensation package including stock options.

– Fully remote working opportunity—flexibility to choose your location.

– Work from home stipend to ensure you have the resources needed for your home office setup.

– Provision of Apple laptops for new employees.

– Annual training and development budget for every employee.

– Parental leave for eligible employees.

– Opportunity to collaborate with talented individuals who will support your growth and allow you to make a meaningful impact.