Customer Success Manager

MemberSpace · North America Only

Company

MemberSpace

Location

North America Only

Type

Full Time

Job Description

Time zones: EST (UTC -5) CST (UTC -6) MST (UTC -7) PST (UTC -8) AKST (UTC -9) HST (UTC -10) AST (UTC -4) NST (UTC -3:30)

✨ Highlights
  • MemberSpace is a SaaS that adds a membership paywall to any part of an existing website.
  • We are a bootstrapped and profitable company.
  • Our team is 100% remote.
  • Looking for a full time Customer Success Manager (CSM) who mostly overlaps with our core working hours of 10am to 6pm ET.
  • You must be able to write and speak very clearly in English.
  • This role requires moderate experience (3+ years).
  • Competitive salary with future bonus/raise opportunities.


✨ The Role
As our first Customer Success Manager you will be the bridge between our customers and our product. Initially you will work with the co-founders to help build internal processes and systems for our internal CSM functions. Eventually you’ll be responsible for driving long-term customer satisfaction and retention. This role will involve working closely with both customers and internal teams providing feedback and ensuring the smooth delivery of our solutions.


✨ Key Responsibilities
  • Develop Internal Systems: After learning how our business functions work with the co-founders to develop a customer health score daily processes and KPIs that future CSMs can integrate into.
  • Relationship Building: Develop and maintain strong relationships with star customers acting as the primary point of contact.
  • Customer Retention: Monitor customer health metrics provide assistance and identify opportunities to improve customer retention and satisfaction.
  • MRR Retention: Proactively grow contract value with higher tier plans ensuring that customers are engaged and see continued value in our product.
  • Total Revenue Retention: Proactively grow overall revenue from customers (MRR + transaction fees) ensuring that customers see the long term value for their business.
  • Customer Training: Provide as needed  product training and education to ensure customers fully understand and use our solution effectively.
  • Customer Feedback: Act as the voice of the customer internally by providing feedback to our product and development teams to help improve the product offering.
  • Problem Solving: Work with customers to resolve issues ensuring a high level of customer satisfaction.
  • Reporting: Track and report on customer success metrics and KPIs to measure success and identify areas for improvement.


✨ What We’re Looking For
  • 3+ years of experience in customer success account management or a related role in a SaaS or software company.
  • Proven track record of building strong customer relationships and driving customer satisfaction.
  • Strong problem-solving skills and the ability to think strategically about customer needs and solutions.
  • Excellent communication skills: verbal written and face to face Zoom calls.
  • Ability to work independently manage multiple clients and prioritize tasks effectively.
  • Experience using customer success tools and CRM systems
  • A passion for helping customers succeed and a proactive positive attitude.


✨ Key Benefits
  • Salary for this role is $90000 USD
  • 20 PTO days plus 13 federal holidays
  • Costs covered for continued learning opportunities software and equipment you may need to do your job
  • We pride ourselves on being a low-stress and calm company with very few meetings
  • Up to 100% premium coverage for medical 100% coverage for dental and vision
  • 4% matching 401(k)
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Date Posted

10/01/2024

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