Postscript - Boston, MA
posted 5 months ago
As a Senior Customer Success Manager at Fondue, you will play a pivotal role in ensuring that our largest customers derive maximum value from Fondue's product offerings. This position requires you to immerse yourself in the customers' business, gaining a deep understanding of their goals and challenges. By building strong relationships, you will function as a true business partner, fostering high-trust connections that enable you to drive customer success effectively. Your role will involve developing creative strategies and sharing best practices that align with the customers' objectives. In this fast-paced environment, you will manage a revenue-based metric, providing you with a high level of autonomy. You will not only support your assigned book of business but also be responsible for creating playbooks aimed at driving additional Fondue adoption across the broader Postscript SMS Marketing team. This includes translating best practices into actionable strategies that focus on increasing adoption rates and mitigating churn. Collaboration will be key, as you will work cross-departmentally with the Fondue support team to implement these playbooks successfully. Your primary duties will include building strong relationships and brand loyalty with customers, developing advisory relationships with your assigned merchants, and ensuring their growth aligns with performance targets. You will conduct best-in-class strategy sessions, share innovative marketing ideas, and own escalated customer issues, demonstrating our core values and customer philosophy. Additionally, you will triage technical issues in collaboration with the Postscript support team and develop effective, repeatable processes for ongoing Fondue support. Your proactive communication with internal stakeholders will help identify new opportunities and mitigate risks, all while maintaining an expert-level understanding of the Fondue product and the broader e-commerce landscape.