Customer Success Manager
1 ora fa
OverviewAs a Customer Success Manager you will act as a strategic partner to our customers.In this role, you will be responsible for ensuring that our customers have a positive experience with our products by providing strategic guidance, proactive engagement, and overseeing their journey from onboarding to renewal.ResponsibilitiesAct as the primary point of contact between our customers and our internal teams (Sales, Product, and Support) to ensure effective communication and collaborationProvide strategic support and guidance to our customers by answering product-related questions, creating educational resources, and training them on best practicesCollaborate with our Sales team to identify expansion opportunities and ensure seamless handoffsOversee customer health and engagement efforts, such as business reviews, onboarding plans, and case study generationDevelop a deep understanding of our products and customers\' goals to ensure that our solutions are tailored to their business needsWork with our Product team by acting as the "Voice of the Customer" to ensure that our products meet market needs and maintain high qualityContinuously monitor account usage and industry trends to identify opportunities for value realization and churn preventionRequirementsC1 English or equivalent3+ years of experience in a Customer Success or Account Management role (SaaS preferred)General understanding of email marketing, data quality, or SaaS platformsExcellent communication and collaboration skills to effectively bridge the gap between customers and internal teamsProven ability to manage a book of business and competing priorities in a fast-paced environmentExperience with retention strategies, upselling, and customer onboarding is preferredAbility to think strategically to properly prioritize tasks and drive customer outcomesNice to HavePractical understanding of email deliverability fundamentals including reputation, mailbox provider behavior, and bounce or deferral handlingFamiliarity with email authentication and DNS concepts including SPF, DKIM, DMARC, and MX or TXT recordsUnderstanding of SMTP mechanics such as handshakes, response codes, and safe retry strategiesExperience identifying and handling low-quality or risky email data such as disposable, role-based, typo, or catch-all addressesExperience building safeguards around email data handling including redaction, privacy controls, and non-production send protectionsComfort using AI-assisted development tools responsibly while maintaining strong engineering judgment, code quality, and test coverageBenefitsBase Salary: $**** to $****Unlimited PTOHolidays: US or local#J-*****-Ljbffr
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