CUSTOMER SUCCESS MANAGER

Seacoast Embroidery - Atlantis, FL

Full-time - Mid Level

Atlantis, FL

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

Seacoast Embroidery Inc. is seeking a dynamic Customer Success Manager to enhance customer relationships and ensure product adoption. This role is pivotal in providing a seamless onboarding experience and supporting customers in utilizing the company's graphic design and decoration services effectively. The ideal candidate will contribute to customer retention and satisfaction by addressing challenges and fostering strong connections with clients.

Responsibilities

• Lead customer onboarding sessions, providing product tours, setup assistance, and implementation support.
• Develop and maintain strong relationships with customers, understanding their needs and goals to tailor product information and services.
• Address and resolve any obstacles to customer success, including product issues, implementation challenges, and knowledge gaps.
• Collaborate with the marketing and graphic support team to create branded content and onboard customers onto custom web stores.
• Drive product adoption and customer retention, contributing to a loyal and satisfied customer base.
• Support customer inquiries and issues, ensuring timely and effective resolutions.
• Contribute to the development of educational materials and best practice guides to expedite customer success.

Requirements

• Proficiency in Adobe Creative Suite, particularly Photoshop and Illustrator.
• Strong background in customer service, sales, account management, or customer success.
• Excellent communication skills, with the ability to empathize and connect with customers.
• High emotional intelligence and a goal-oriented mindset.
• Advanced knowledge of IT&C (Information Technology and Communications) and the capacity to learn new software tools quickly.
• Experience with project management tools such as Asana is a plus.
• Proven experience as a Customer Success Manager or in a similar customer-facing role.
• Demonstrated ability to work with brand image and promote value through customer experiences.
• Exceptional communication skills and the ability to foster positive business relationships.
• Technical acumen related to product or service usage.
• Strong organizational skills and accountability.
• Experience in leading diverse teams and conducting training in line with company standards.
• A degree in communications, marketing, or a related field is preferred.

Nice-to-haves

• Experience with project management tools such as Asana.

Benefits

• Paid Holidays
• IRA Retirement Plan after 90 days
• Progressive paid time off program
• Dental and vision plan available
• Opportunities for growth