Customer Success Manager, Mid-Market

$70,000 - $80,000/Yr

Shopmonkey - San Francisco Bay Area, CA

Full-time - Mid Level

Hybrid - San Francisco Bay Area, CA

Publishing Industries

About the position

The Mid-Market Customer Success Manager will lead Shopmonkey's Mid-Market customer engagement and growth initiatives. You will play a pivotal role in working with many of Shopmonkey's larger customers, ensuring they feel empowered, supported, and thrive in their business while running on our platform. You are responsible for building relationships with corporate customers, business owners, and individual shop staff to drive adoption and engagement with key value-added products and features. Please note this is a hybrid role, with in-office expectations 2 days/week in our Marin County, California WeWork office. You will work closely with cross-functional teams, including sales, implementation, support, and product to make sure the customer is successful throughout their entire journey with Shopmonkey.

Responsibilities

• Develop relationships with customers, understand how their shops run, and what makes their business successful
• Manage and check-in proactively on a regular cadence to ensure customers maintain high NPS, are engaged, and have a high adoption of Shopmonkey's offerings
• Drive depth within your book of business, make strategic recommendations and a cadence of QBRs
• Become a trusted advisor and advocate for customers' stakeholders and executives
• Partnering with Commercial leaders to drive value-add upsells, cross-sells, and successful renewals for both growth and maintain NRR
• Remove adoption roadblocks by understanding challenges and recommending solutions, driving product value and stickiness
• Become the voice of the customer, and represent customer use cases internally
• Travel to customer location(s) for meetings with stakeholders and attend events/trade shows, as required

Requirements

• Have 3+ years of experience in a Customer Success role within SaaS or relevant CX experience
• Team player willing to pick up and help others achieve shared goals
• Being a proactive, motivated individual who takes ownership of tasks, seeks improvement opportunities, takes initiative, and works independently to achieve goals with minimal supervision
• Automotive Experience is a Plus
• Ability to use Success and Revenue tooling (i.e. Vitally, Salesforce, etc)
• Have a high EQ and demonstrable empathy. You are relentlessly customer-focused
• Adapt while in an ever-growing team and customer base
• Balance between thinking strategically with exceptional attention to detail and execution
• Are self-directed, highly motivated to succeed, and maintain an 'always learning' posture
• Thrive in a dynamic & collaborative startup environment, and are comfortable with ambiguity and fast-paced changes

Nice-to-haves

• Automotive Experience is a Plus

Benefits

• Company stock options
• Bonus
• Health benefits
• Equity