Offer summary

Qualifications:

Minimum of 2 years of customer-facing experience, preferably in social media marketing or management., Strong organizational, communication, and writing skills., Experience with or familiarity with HubSpot CS Suite is a plus., Ability to thrive in a fast-paced startup environment and build processes from scratch..

Key responsibilities:

Create and maintain a knowledge base and documentation for customers.

Conduct reviews of major accounts to identify growth opportunities.

Generate end-of-month and end-of-quarter reports using the company's software.

Build customer journeys and gather feedback to influence product development.

Job description

Position: Customer Success Manager, full-time

Location: US-based, PST. Remote + special consideration for San Francisco or Sacramento natives

Compensation: $75,000-85,000 per year with stock options

Benefits: Amazing full medical and dental coverage

Join us in an impactful, high-visibility role where you’ll define the customer success experience and build a first-of-its-kind social community growth platform. This is a unique opportunity to build and scale your own department within a company poised for growth.

About Us

Scrollmark fuels social community growth, drives revenue, and identifies sentiment by using social media engagement as a catalyst. Our platform enables customers like Cetaphil, Tree Hut, Fox Racing, and Old Navy to connect with their audience through context-based conversational journeys, customizable social loyalty programs, DM subscriptions, and intelligent social sentiment analysis.

As a venture-backed, early-stage startup (raising $8M led by top VCs), we’re looking for talented and driven team member who believe in our mission. We're expanding our customer base rapidly, with nearly 90% of sign-ups converting to paid customers. Our team is committed to creating an inclusive, passionate, and supportive environment.

About You

You're someone who has worked in social media marketing, or has been a social media manager before.
You possess 2+ years of customer-facing experience.
You’re excited to build processes from the ground up, and thrive in a fast-paced startup environment
You have exceptional organizational, communication, and writing skills.
Bonus if you're familiar with HubSpot CS Suite and local to San Francisco or Sacramento.

Responsibilities

Create and maintain a comprehensive knowledge base and public documentation on Coda
Conduct regular reviews of major accounts, identifying growth opportunities and optimizing platform usage
Generate EOM/EOQ reporting using our software suite
Build journeys for customers in Scrollmark using success criteria
Influence product direction by gathering and relaying customer feedback to enhance platform features and usability

In Your First 3 Months, You will:

Build relationships with founding team members and leadership, fully immersing yourself in our platform
Guide new customers from onboarding to launch, setting a high standard for customer experience
Become a product expert, supporting cross-functional teams with insights and expertise
Build out scalable processes, knowledge bases, and other resources to empower our future Customer Success team
Establish regular communication with new and existing customers through Slack, Teams, and email - proactively addressing issues and collecting insights for case studies

If you're ready to join a team that’s pushing the boundaries of social commerce and lay the groundwork for Customer Success at a growing company, we’d love to meet you!

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