Customer Success Manager

At BlackScale Media, we empower companies in high-risk niches by enhancing their digital marketing capabilities through a cutting-edge automation platform and a dedicated team of specialized experts. Our work is integral to their success, driving results that elevate these companies to new heights.

As the company continues to grow, we are seeking a customer success manager who can provide ongoing support to our customers, build relationships with them, and provide coaching where applicable. The ideal candidate should be able to efficiently communicate SaaS product and service information, business process and pricing changes, and media buying strategy and tips.

As our customer success manager, your responsibilities include supporting our customers as they transition from sales prospects to building close relationships that will last beyond any one program or product-purchase process.

The ideal candidate must be comfortable providing product demonstrations and coaching sessions to our customers. They should be able to perform regular customer health checks to increase revenue potential and retention and reduce churn.

Ultimately, you will work directly with customers to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed promptly and professionally.

Duties: 

• Assist customers with setting up and navigating programs or software

• Build strong relationships with our customers

• Promote the value of our SaaS products and services

• Set up and implement SOPs for all customer communications

• Cross-sell and upsell services and products

• Assist in creating training courses and educational materials

• Manage customer communication channels (Slack, live chat, messaging platforms, etc.) to deliver world-class customer service effectively

• Manage churn and increase customer retention

• Create onboarding processes using in-house tools and systems

• Educate, coach, and train customers to ensure they get maximum value from our products, services, and programs

• Drive account expansion with contextual offers thus growing customer lifetime value

• Collect customer feedback and close feedback loops

• Map customer success journeys to spot and remove friction

• Liaise with the sales/marketing team to understand customer needs and pain points.

Requirements and Skills:

• Strong listening and communication skills

• Presentable as this is a customer-facing role

• Proven work experience as a Customer Success Manager, Customer Coach, or similar role

• Experience working in digital marketing, media buying, coaching, and promoting value through customer experience

• Exceptional ability to communicate and foster positive business relationships

• Technical skills are required, as the role involves the use of SaaS products and services

• Accountability and personal organization are essential

• Empathy

• Data -savviness, data-driven

• Relationship building and management

• Problem-Solving

Added Bonus - Facebook marketing experience for high-risk niches (casino, nutra, crypto, dating, etc.)

Offer.

This is a new role so you can apply your personal touch to the position. It is a greenfield, start from scratch so there is plenty of room for innovation.

You have a great opportunity to learn from a fast-growing SaaS company building cutting-edge technology in the media buying industry focussed on high-risk niches.

This is a full-time or close to full-time position that requires a minimum of 30 hours per week.

Company website; https://www.blackscale.media/