Sr. Customer Success Manager

Hi there! We are Scale Up and our client is looking for a Sr. Customer Success Manager!

Note To Applicants

• Eligibility: This position is open to candidates residing in Latin America.
• Application Language: Please submit your CV in English. Applications submitted in other languages will not be considered.
• Professional Presentation: We encourage you to showcase your professional experience by including a Loom video in the application form. While this is optional, candidates who provide a video presentation will be given priority.
  
  

About The Role

Our client is seeking a Customer Success Manager who is passionate about providing the best experience to customers optimizing their website conversions and acquisition with their platform. This is a great opportunity for someone with a passion for customer success and an aptitude for learning new technology. Ideal candidates will have a background in eCommerce or email marketing, or experience serving as a trusted advisor at previous SaaS platforms. We are interested in individuals with a track record of finding creative solutions to unique problems, thriving in challenging situations, and applying these skills to solve problems for customers using the client’s software at scale.

You will be responsible for working with a select group of our client’s largest customers, building and establishing strong relationships that result in continued and further adoption of their platform.

How You Will Make a Difference

• Facilitate customer success and growth throughout the customer lifecycle.
• Support a rapidly growing customer base while balancing a growth mindset with a customer-centric approach.
• Become the trusted advisor to our customers, recommending best practices oriented towards their goals and industry standards, holding regular quarterly business reviews, and ensuring accountability in the customer relationship with our client.
• Deliver actionable insights, tasks, and strategic recommendations to the Customer Success, Support, and Product/Engineering teams at our client, working in a highly collaborative organization.
• Advance our client’s customers to stellar scores on both CSAT and NPS, leading those customers towards becoming dedicated "evangelists" for the platform in the market.
• Demonstrate a proven track record of preventing churn, hitting churn-prevention revenue targets, and achieving upsell revenue targets.
  
  

Who You Are

• 2+ years of customer-facing experience with a track record for building and nurturing relationships and solving problems.
• Strong analytical skills, including experience with Google Workplace, Asana, and HubSpot.
• Proven track record in driving product adoption with a coach’s mentality.
• Excellent organizational, project management, and communication skills via phone, video conference, and email.
• Able to adapt in a quickly changing environment.
• Experience managing customer relationships through HubSpot.
• Experience developing training or educational content for a variety of audiences is a plus.
• A self-starter who thrives in both collaborative and autonomous environments.
  
  

Nice To Have

• Experience in eCommerce, specifically the Shopify or Magento ecosystem, or with email marketing or onsite CRO for eCommerce brands is a big added plus!
  
  

If this opportunity sounds good to you, send us your resume!