[Hiring] Customer Success Manager @Shopmonkey

Role Description

The Customer Success Manager (CSM) will play a pivotal role in supporting customer engagement and growth initiatives. You will work closely with customers, ensuring they feel empowered, supported, and successful while using our platform. This role focuses on building relationships with clients of varying sizes, driving adoption of key products and features, and identifying opportunities to enhance customer satisfaction and retention. The CSM will collaborate with cross-functional teams, including sales, implementation, support, and product, to ensure customers are successful throughout their journey.

Please note this remote position is for candidates based in Mexico only.

• Customer Relationship Management:
  • Develop and maintain relationships with assigned customers, including corporate accounts, franchises, and individual users.
  • Conduct regular check-ins to ensure customers maintain high Net Promoter Scores (NPS) and are fully engaged with the platform.
  • Understand how customers' businesses operate, identify their unique needs, and make strategic recommendations to help them succeed.
  • Become a trusted advisor to key stakeholders and executives, advocating for their success and business goals.
• Onboarding and Product Adoption:
  • Assist with customer education to ensure a seamless transition from onboarding to customer success.
  • Conduct product walkthroughs to ensure customers effectively utilize key features and value-added products.
  • Drive product adoption by proactively addressing customer challenges and recommending solutions.
• Customer Growth and Retention:
  • Manage accounts by driving upsells, cross-sells, and successful renewals.
  • Partner with sales and commercial teams to identify and execute revenue growth opportunities.
• Issue Resolution and Advocacy:
  • Act as the primary point of contact for customer concerns, ensuring issues are addressed quickly and effectively.
  • Remove roadblocks to adoption by identifying challenges and proposing solutions.
  • Serve as the voice of the customer by representing customer feedback and use cases internally to improve the platform.
• Customer Insights and Reporting:
  • Track and report on key customer success metrics, including engagement levels, product adoption, NPS, and renewal rates.
  • Provide regular updates on account health to internal stakeholders.

Qualifications

• Fluency in English and Spanish
• 1-3 years of experience in a customer success or client-facing role, ideally in SaaS.
• Strong interpersonal and communication skills (both written and verbal).
• Experience with customer success and CRM tools (e.g., Salesforce, Vitally, Zendesk, Gainsight).
• Automotive industry experience is a plus
• Customer-centric mindset with a passion for helping clients achieve their goals.
• High emotional intelligence (EQ) and empathy, with the ability to build strong relationships.
• Strong time management and organizational skills.
• Problem-solving mindset with a focus on delivering customer value.
• Ability to thrive in a dynamic, fast-paced startup environment.
• Self-directed, motivated, and continuously learning.

Benefits

• 💪🏼 Health & Wellness
  • Medical, dental, vision, and life insurance benefits available the 1st of the month following hire date
  • Short term and long term disability
  • Employee assistance program
  • Reimbursement for a personal health and wellness membership
  • Generous parental leave
  • 401(k) available upon hire
• ✈️ Time Off
  • 11 paid holidays
  • Flexible time off - take the time off you need!
• 🥰 Giving Back
  • Matching donations for approved charitable organizations
  • Group volunteer efforts