Customer Success Manager

About Stamped:

Your customers sell better than you do. Stamped empowers over 75,000 brands to drive faster, more efficient growth with their customers with Reviews and Loyalty. We help brands increase user engagement, boost revenue, and drive customer retention with product reviews, loyalty programs, visual marketing, and actionable insights. Our constant focus on helping brands target pain points, analyze program performance, and maximize customer value makes us one of the fastest-growing companies in the industry.

We’re a fully remote start-up team headquartered in Canada with team members based all over the world. Join us as we take Stamped to the next level!

Role: 

Are you currently a SaaS Customer Success Manager looking for that next big challenge? Does joining a small team where you can have an enormous impact on the direction of a fast-moving start-up sound exciting? Do you believe that there can be no business success without customer success? If you answered yes to these questions, then this might be the perfect role for you!

We are looking for a pro-active, personable, and resourceful Customer Success Manager to join our fast-growing team. You will be a key partner in our customers’ success, not only helping to get them up and running on our platform but also transforming their businesses with our platform. This role is not for the faint-hearted, we are looking for people who want to roll up their sleeves and make things better so that we exceed our customers’ expectations every day. 

Responsibilities:

• Work with a list of dedicated accounts on a 1:1 basis 
• Act as a trusted advisor to key merchant stakeholders to drive solution adoption and ensure they leverage the solution to achieve value
• Build strong relationships with our merchants, anticipate their needs and help them use our product to make their businesses more successful
• Develop a deep understanding of the product, become an advocate for sharing product feedback from the customer to the product team to inform product development
• Guide and educate the merchant utilizing various self-help options and articles
• Collaborate with the support team and other internal stakeholders to help ensure we quickly resolve merchant optimization issues
• Proactively reach out to merchants to inform, educate, cross-sell and upsell
• Help develop and implement best practice methodologies, tools and processes that will help us ensure merchant success
• Analyze and develop strategies to increase account-level usage metrics
• Optimally identify and mitigate the risk of churn
• Ensure high merchant satisfaction and reference ability
• Serve as the voice of the merchant during discussions with the product, marketing and support teams helping to prioritize feature requests, bug fixes and better serve our merchants
• Maintain a deep understanding of our solutions and the ecommerce space to effectively drive greater merchant engagement on the most relevant features/functionality for their specific needs
• Accurately document contact summaries and follow-up opportunities

Requirements:

• Experience working directly with customers either as a customer success manager at a SaaS company or managing clients at a marketing agency
  
• Strong understanding of channel marketing implementation and strategy - either via owning channel (email, sms) at a brand or owning channel at a marketing agency on behalf of many merchants
• Past ecommerce experience 
• Superb written and verbal communication skills
• Confident and proactive team player who is self-motivated and able to think on their feet when dealing with customers
• Tech-savvy and with a passion for learning and improving
• Experience in working within SLAs (Service Level Agreements) and achieving tight KPIs (Key Performance Indicators)
• Detail-oriented with strong organizational skills and the ability to multitask and prioritize in a fast-paced, dynamic work environment
• Proven collaborator and team player who can easily liaise across all levels and departments both externally with customers and within Stamped
• Comfortable working in a remote environment
  

Compensation:

We are open to exploring many different levels of experience for the role. We offer a starting base salary of $77,000 -  $87,000 CAD depending on experience and skills. This role has a variable pay element which provides an estimated total starting OTE of $94,400 - $104,400 CAD.

We take a holistic approach to compensation at Stamped. Total compensation includes Salary, benefits, RRSP, ESPP, an annual education allowance and other perks.

Benefits: 

What's in it for you?

• Work with a passionate, multinational and multi-talented group of tech enthusiasts who always go that extra mile
• Work directly with company leadership
• A fully remote company driven by deliverables, not hours
• Comprehensive benefits package (health, dental, HSA, EFAP and more)
• Unlimited PTO
• Grow and own your area 
• $650 home office set up allowance
• $650 annual education budget 
• Employee Share Purchase Plan
• RRSP Matching with up to 4% employer matching
• Paid Parental leave (up to 12 weeks)

Why Choose Stamped? 

At Stamped, we believe that innovative ideas can come from anywhere and everywhere. As a company, we fully embrace a growth mindset through active listening, agile problem-solving, and empathetic decision-making every single day.

We're part of the Tiny family, we've experienced significant growth, and our customers love us (but don't just take our word for it!).

If you're the type of person who seeks out new challenges, wants to work with some of the best people in the SaaS ecommerce space, and wants to make a meaningful impact on a growing company, this is for you!

At Stamped, we are committed to building a diverse and inclusive space where people are free to be their whole and authentic selves. If you are excited about this role but your previous experience does not align with every qualification, we encourage you to apply anyways. You might be a fit for this or one of our other opportunities.