Senior Customer Success Manager

PriceSpider


1 month ago

01/01/2020 10:22:57

Job type: Full-time

Hiring from: US only

Category: Customer Support / Customer Success


PriceSpider is a retail technology company filled with talented people relentlessly driven to revolutionize the online shopping experience. We are the fastest growing Brand Integrity, Where-to-Buy and data services innovator, providing unmatched insights into online consumer purchasing behaviors around the globe. Our technology helps manufacturers, marketers, and retailers radically improve their marketing impact, retail sales, and revenues. Our clients use PriceSpider’s proprietary technology to crawl the web and power their tools to reveal the secrets of exactly what people buy—as well as where, when, and how. We continue to push the boundaries of our technology to create amazing user experiences for both our clients and their consumers. Today PriceSpider is helping over 1,500 brands around the globe. 

PriceSpider is across from the Irvine Spectrum with sweeping 10th floor views to inspire creativity. We promote a high-energy, collaborative work environment with open doors, a game room and free meals and snacks. We offer a competitive compensation package and our company growth has created a promising environment for career advancement and rewarding challenges. It is the ideal time to join the PriceSpider team due to our strong established product line and emerging new innovations perfectly positioned with the digital awakening of the broader online market.

Position Summary

We are looking for an experienced Senior Customer Success Manager to partner with our customers. Reporting to the Director of Customer Success, you will be the main day-to-day point of contact for your book of business. You will own the client relationship and be charged with maintaining and growing revenue from your customer set while delivering a high-level of customer satisfaction. Ideally, we are looking for an outstanding relationship-builder with a strong customer success mindset, a combination of technical and sales aptitude, collaborative by nature and comfortable being hands-on in the trenches. This is an entrepreneurial, high-growth atmosphere and we’re looking for candidates that thrive in that environment.

Primary Responsibilities 

  • Own a book of business where you are responsible for managing the full customer. lifecycle including onboarding, adoption, expansion selling and renewals.
  • Execute at a high level to achieve goals around retention, growth and customer satisfaction.
  • Manage customer retention and retention initiatives.
  • Partner with the net new sales team and other internal teams to deploy new customers and become trusted advisors to existing customers.
  • Become a subject matter expert in e-Commerce and across our product suite.
  • Provide your customers with valuable insights to help them achieve their business objectives including pulling reports, analyzing data, and understanding what it means and why it matters to your customers.
  • Develop success plans and drive quarterly business reviews at the executive level.
  • Develop cross-functional relationships at the user and executive level across multiple internal teams and brands.

Key Qualifications

  • Bachelor’s Degree or equivalent experience.
  • 5+ years’ experience in high volume Account Management or Customer Success working in digital media, e-commerce, technology platforms and/or a SaaS company.
  • Demonstrated ability to manage and grow a large book of business and share best practices with team of account managers.
  • Experience working with major retailers (Amazon, Best Buy, Home Depot, Kroger, Target, Walgreens, Walmart, etc.) is a plus.
  • Ability to multi-task, set and adjust priorities is critical; as a Client Success Manager you will always have more work than what can be completed in one day.
  • Previous experience being compensated on sales/revenue and retention goals.

Location & Travel

We are hiring for this position in our Irvine, CA office or remotely. Limited to moderate travel is expected for onsite client visits (approximately 10-20% of the time). 

PriceSpider is an equal opportunity employer that is committed to inclusion and diversity.

Please mention that you come from Remotive when applying for this job.

Help us maintain Remotive! If this link is broken, please just click to report dead link!

similar jobs

  • The Customer Engagement Manager role is the first of its kind at Later. You will be joining an experienced team that to date has been serving all customer types, but you bring strong leadership skills and expert knowledge in serving high value customers that require more hands-on guidance. Your goal is to proactively engage with our high value customers to understand their goals with using Later, onboard them with a strategic hands-on approach, ensure they are getting continued value from the product to optimize expansion and upselling opportunities.

    Later’s customer base has been growing rapidly, and to optimize customer retention we need someone who can ensure this segment of our customers reach their long term goals. You will work within the Customer Success team, alongside our Education and Onboarding teams to develop high touch strategies across the entire customer journey.

    Responsibilities

    • Onboard Later’s high value customers with a combination of 1-to-1 and 1-to-many touchpoints

    • Identify opportunities and implement strategies for retention, renewals, and expansion

    • Provide proactive touchpoints with Later’s VIP companies such as Nike, NBC, Spotify, Patagonia, and more

    • Be the first point of contact for inbound inquiries and responses to 1-many onboarding campaigns

    • Conduct webinars and run product demos guiding customers on how to use Later to accomplish their goals and desired outcomes, as well as drive usage of key features that contribute to activation and retention

    • Develop training materials such as slides, scripts, and recorded demos to help customers achieve their outcomes at different stages of their journey

    • Proactive outreach to customers that may need help

    • Collect product and cancellation feedback

    • Work cross functionally with Product and Marketing teams to represent the voice of Later’s high value customers

    • Collaborate with Customer Education and Customer Onboarding within the Success team to ensure strategic alignment

    • Approach all strategy and tactics with a data driven approach - creating hypotheses and assumptions, validated with data insights

    Skills and Qualifications

    • 3+ years in a Customer Success/Account Management role preferably in a B2B SaaS environment

    • Experience planning low touch and high touch customer onboarding strategies

    • Strong sense of analytics and how to measure results, obsessed with making optimizations to take your work to the next level

    • Ability to quickly uncover root causes and desired outcomes, and translate insights into actionable steps

    • Strong command of the English language, both written and verbal

    • You are a creative thinker who is comfortable working both independently and in a team environment. You embrace feedback, and have a constant desire to learn and improve.

    • Knowledge of the Social Media Market (bonus for experience working with/in Social Media Agencies)

    • Bonus: you’ve used Marketing Automation and Customer Success tools such as Intercom, Zendesk, Amplitude, Asana, etc.

  • Bevy is an early stage Startup with a mission to help brands build strong global communities. Founded in April 2017 by the core team behind Startup Grind, Bevy is an Enterprise-grade SaaS platform used by companies that include Adobe, Amazon, Asana, Atlassian, Duolingo, Ebay, Epic Games, IDEO, Intuit, MongoDB, Red Bull, Roblox, Salesforce, SAP, Slack and many more. In April 2019, Bevy acquired CMX which is the world’s largest network of community professionals. CMX offers world-class training, events and research.

    This role is for you if you enjoy building new and nurturing existing relationships. You will own a set of current customer accounts where you will troubleshoot, strategize, and align with their community goals and success metrics. You will position yourself as a partner, strategic advisor, and customer advocate. You don’t mind dealing with ambiguity, challenging customer assumptions, or supporting small, everyday technical issues that arise.

    Responsibilities

    • Develop a trusted advisor relationship with customer stakeholders & executive sponsors to help drive the value of Bevy

    • Building deliberate expansion plans into current and net new customer accounts in close collaboration with our Sales team.

    • Work with customers to understand their unique goals & challenges and partner with them to achieve those goals

    • Work collaboratively with the Sales team to execute quarterly business reviews and expansion plans in key accounts

    • Act as the internal liaison for the customer accounts you manage. You communicate with customers on a daily basis to ensure their needs, issues, and goals are addressed. This includes troubleshooting minor technical issues and being the frontline for support queries. You feel comfortable communicating back and forth between the user and our customer support engineers.

    • Work collaboratively with our Marketing team to build customer references and co-develop resources to better support our customers

    What we’re looking for:

    • Must be a multi-tasker, comfortable with context switching, and have 1-2 years minimum of experience in a customer facing or account management position, ideally in enterprise SaaS.

    • This can be a remote position.

    We welcome candidates from traditionally underrepresented groups to apply. We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users and the communities we serve.

    We are a small but powerful team, dedicated to achieving our mission to bring more community to the world. Many of us have worked in community positions before and understand the struggles and peaks that come with the role. Our team communicates candidly, giving feedback early and often. We set ambitious goals, and do what it takes to achieve them, while making sure that we take care of our own personal health and mental wellbeing. We’ll want you to be ready to take on a lot of responsibility with guidance and mentorship along the way. 

    Read more about Bevy’s values here.

    Principals only please.

  • 2 days ago

    Responsibilities

    • Respond to customer support inquiries utilizing deep knowledge of the EventGeek platform, user empathy and positive communication

    • Assist the Customer Success Manager in the development and maintenance of product training articles, videos and resources

    • Assist the Marketing Director in content development and moderation on a hosted community, social media and content resources

    • Organize, analyze and help prioritize user feedback for the Product Manager

    • Acquire and maintain a strong working knowledge of the event technology industry

    • Requirements

    • 3+ years experience in a customer-facing success or support role at a b2b technology company

    • Exceptional written and verbal communication skills

    • High levels of user empathy and drive for self-improvement

    • Experience in community moderation, social media and content marketing is desirable

    • Experience in video editing is a bonus

    Salary & Benefits

    • Competitive Salary

    • Equity

    • Paid time off

    • Remote ok

    • Apple equipment

    • International team retreats

Remotive can help!

Not sure how to apply properly to this job? Watch our live webinar « 3 Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) ».

Interested to chat with Remote workers? Join our community!