Remote Customer Success Manager

**ONLY APPLICATIONS SUBMITTED THROUGH THE FOLLOWING LINK WILL BE CONSIDERED**:

- **HireLatam is a premier recruitment agency that connects exceptional talent in Latin America with outstanding opportunities in the United States. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.**_

**Position: Customer Success Manager **(**100% Remote)**

Our client is a 100% remote growth marketing startup. They meticulously handle the entire creative cycle, from ad design to content production to digital media buying. With a strong focus on performance, Primer values teamwork, collaboration, and a passion for pushing businesses through their rapid testing methodology.

Our client is actively seeking their first Customer Success Manager (CSM) to help onboard new customers and retain them with proactive guiding them to succeed. You will care about the goals and needs of their customers, guiding them on how to use their platform and proactively suggesting creative requests that can align with their needs and goals. You are a natural problem solver and relationship builder, addressing customer escalations with the end-user, the buyer and the right teams.

**Responsibilities**:

- Onboard by shadowing the CEO on customer onboardings, responding to questions about using the platform, managing customer escalations to drive resolutions. Goal to partially own customer relationships in month 2 and fully owning in month 3.
- 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
- Proactively meet with customers once a month along with the account's creative strategist to ensure satisfaction and provide recommendations to accomplish their upcoming goals
- Manage, monitor and keep track of account health of all your accounts and act upon any proactively identify potential churn risks
- Collaborate closely with our creative operations 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 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.

**Qualifications**:

- This role is different from a Customer Support role. It's closer to an account manager role, but with a proactive approach to understand your customer account's current and future needs. Addressing issues before they are a fire or it's too late to turn things around. Setting them up for success early for happy, retained customers and less fires.
- 3+ years of related customer-facing experience and account management. Preferably for an ad or creative agency or a SaaS business.
- Excellent English verbal and written communication skills, good at presenting ideas and discussing solutions in large groups remotely
- 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 solving problems without a predetermined process, hard-working, proactive, client-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.

**Salary**:

- $2500 USD /month

**Schedule**:

- 8.5 hours between 9am and 7pm ET

**ONLY APPLICATIONS SUBMITTED THROUGH THE FOLLOWING LINK WILL BE CONSIDERED**:
Pay: $42,990.00 per month

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