Client Success Manager Jobs

Smartrr is the leading next generation subscription app built to maximize LTV for Shopify brands. Built with the end customer in mind, Smartrr increases brand engagement and LTV with a variety of out of the box subscription models, a beautifully branded subscriber account experience, loyalty rewards, referrals, member-only benefits, advanced subscription analytics and more. We are looking for major ‘value add’ candidates that thrive in a high paced ‘scale-up’ environment and are willing to step up to the challenge and build something truly special in the ecommerce space with us!

We’re looking for enthusiastic and driven individuals to join our Client Success team! As a member of our client success team you will act as the face of the company, supporting our clients by providing a seamless onboarding experience, and help businesses thrive by allowing them to offer their products as subscriptions without the hassle.

Responsibilities:

• Use your experience in eCommerce to consult clients on best practices to build trust and company association with industry expertise
• Define and track key customer success metrics, such as customer satisfaction, retention rates, and expansion opportunities for key clients. Develop strategies and initiatives to continuously improve these metrics and drive customer success
• Build strong, long-term relationships with customers by staying in constant communication and making key internal connections throughout the entire organization and decision makers
• Advocate for the clients needs with all internal teams, including Product, Engineering, Sales, and Marketing
• Achieve clear retention goals and process milestones for our clients to work towards
• Meet and exceed success targets, SLAs and KPIs
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for growth and upsells
• Proactively monitor customer accounts, identify potential issues or areas for improvement, and develop strategies to address them
• Assist in creating training courses and educational materials for other members of the department and customers
• Conduct regular account reviews to assess customer satisfaction, identify growth opportunities, and drive renewals and upsells

Requirements

• Understanding of the eCommerce industry and a brands’ most important metrics and terminology
• 3-5 years experience in customer success for a SaaS tech startup
• Represent Smartrr with professionalism at industry events
• Proven ability to negotiate upsell and renewal opportunities
• Works well with team members across different departments
• Provide customer resolutions swiftly

Benefits

• Competitive salary ($75K-$90K depending on seniority)
• Commuter benefits
• Medical, Vision and Dental health plans
• Perks: Matched 401k, One Medical membership, team outings, and more!
• Company stock options