Customer Success Manager at Superside

What You'll Be Doing:

• Drive customer satisfaction, renewals and expansions for up to 30 of our customers
• Manage the post-sales relationship which includes onboarding, product training, user adoption, quarterly business reviews
• Manage, monitor and keep track of account health of all your accounts and act upon any proactively identify potential churn risks
• Collaborate closely with Superside creative project delivery team to ensure we provide the best customer experience possible
• Manage customer escalations to drive resolution internally with stakeholders
• Guide customers with proactive solutions to help them increase the value of their Superside subscription
• Drive continuous improvement sharing suggestions on ways to update internal processes and implement best practices, supporting customer success strategy as the function evolves
• Partner with other teams such as Operations, Marketing and Product to drive strategy alignment focused on mutually desired business objectives

Our biggest challenges right now:

• As we expand, we are looking to organize a team that allows agility and structure. We are still a fast growing company that requires us to be comfortable with change.
• Processes need to be tested and put in place, but not rigid enough that we can’t easily and quickly adapt.
• Our overall focus is on bringing value to customers but we are still defining our customer-centric culture.
• We need people that come with innovative ideas, give us input and are ready to impact our approach to customer success.

What You’ll Need To Succeed:

• Bachelor Degree or higher in Creative, Communication, or similar/Bachelor in Business or Marketing
• 5+ years of related customer-facing experience and account management, preferably from a Creative/Ad Agency and/or SaaS environment
• Excellent English verbal and written communication skills, good at presenting ideas and discussing solutions in large groups
• Strong customer relationship building skills, with ability to manage expectations and build trust
• Experience engaging with end-users, evangelizing a solution and drive adoption across multiple stakeholder groups
• Bias for action, appreciation for data-driven processes, hard-working, proactive, customer-centric and execution-driven mindset
• Ability to collaborate with the full account team and other stakeholders
• Ability to quickly learn relevant design production/operations/process concepts and consult customers on these
• Be a natural problem-solver who can be effective with limited information