Customer Success Manager

Customer Success Manager

As members of our Customer Success team, our Customer Success Manager is responsible for developing customer relationships with our top customers that promote growth and retention of SamCart’s growing customer base. The success of your customers is your primary focus and obsession. You will be responsible for proactively working with customers to ensure that they are satisfied with the value they receive from SamCart and maximize their potential on our platform. You will understand our customers’ needs in depth, and work collaboratively with internal teams to maximize customer health and growth.

Responsibilities

• Manage a book of lower touch clients (~500) on the SamCart platform
• Own the post-sales relationship with customers, beginning with onboarding
• Lead onboarding calls with new customers 
• Conduct customer check-in calls throughout the customer journey
• Lead Executive Business Reviews with customers
• Support product adoption through scheduled 1:1 trainings and proactive educational outreach
• Sustain business growth and profitability by maximizing value through feature adoption 
• Coordinate and facilitate project-based meetings. Develop and distribute timely meeting notes, takeaways and action items
• Provide your customers best practices in how to connect the customer’s goals to ways in which the SamCart product can achieve them
• Be aware of changes within the customer organization to proactively address any challenges that might impact the use of the SamCart product
• Identify and log key or trending product requests, pain points, and issues across accounts, and properly escalate issues as needed according to internal processes
• Partner with the Account Management team to enable expansion opportunities
• Maintain expert knowledge of the SamCart product including features, integrations, and offerings 

Key Success Outcomes:

• Attain Overall “Green” Customer Health in Managed Accounts
• Attain 70% activation of new clients
• Attain 60-day churn rate of 6%
• Attain quarterly touch points goal of onboardings, calls, and EBRs

Qualifications

• 2+ years customer success or account management experience at a SaaS company 
• Excellent communication skills – both written and verbal
• Self-driven and proactive nature with impeccable follow-up skills
• A comfort with ambiguity in a faced-paced environment
• Tech-savvy, adaptable, and comfortable with frequent functionality updates 
• Strong oral and written communication skills with the ability to conduct strategic presentations to executive stakeholders
• Deadline-driven with effective prioritization and organization skills that can work under time constraints
• Ability to create and project manage a continuous experience improvement program (scope, milestone management, engagement, execution, and change management)
• Superior customer service skills – the ability to be responsive, compassionate, resourceful, organized and solution-oriented while maintaining a sense of humor 
• Major plus if you have knowledge of the Salesforce, SalesLoft, Google Suite, and Slack 

This is what you’ll love about SamCart

Our co-founders always say “Their success is our success” and we believe that about our people too! We want everyone to love their job at least 80% of the time and when you are successful, the whole team is successful. 

• Each team has one offsite Hub Week per quarter to collaborate with your team members (and others!) and plan for the upcoming quarter.
• Diversity adds value to everything we do - We hire from and for a wide range of backgrounds and experiences to allow the team to bring their own unique ways of thinking and working to each project
• We have unlimited PTO with an encouraged 14-day minimum to empower our team members to maintain a healthy balance in their day-to-day lives.  
• Yay, we have 401K! 
• Health Insurance premiums are covered 100% by SamCart for you +1, be it a significant other or child. 
• Supportive Parental leave policies for all parents 
• Career growth and development are essential here at SamCart and we want all team members to build sustainable, future-proof and adaptable careers.
• Self-Care is important, which is why we offer a monthly wellness credit. 

Our Core Values

Be Transparent - We communicate openly, thrive on feedback, and check our egos at the door.

Be Human - We operate with compassion and always assume positive intent.

Be an Owner - We are all owners of the business. We take pride in our work and know that the success of our customers and the business contributes to our individual success. 

Be Creative and Commit - We collaborate, create resourceful solutions, and work as a team to get it done.

Be You - We are stronger together because of the unique qualities we each bring to the team. We believe in balance, making time for fun, and enjoying the work we do! 

The US salary range for this full-time position is $60,000-$70,000. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by factors including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and does not include equity or benefits.