Remote Customer Success Manager - Stamped.io

About Stamped.io:

Stamped.io is an AI-powered eCommerce marketing platform. We enable direct-to-consumer brands to accelerate business growth by enhancing user engagement, increasing revenue, and improving customer satisfaction through Reviews & Ratings, Q&A, Visual Marketing, Loyalty & Referrals. Our constant focus on customer success and seeking new innovative ways to help brands get more value out of our products and services have made us one of the fastest-growing companies in the industry.

Role:

Are you currently a SaaS Customer Success Manager looking for that next big challenge? Does joining a small team where you can have an enormous impact on the direction of a fast-moving start-up sound exciting? Do you believe that there can be no business success without customer success? If you answered yes to these questions, then this might be the perfect role for you!

We are looking for a pro-active, personable, and resourceful Customer Success Manager to join our fast-growing team. You will be a key partner in our customers’ success, not only helping to get them up and running on our platform but also transforming their businesses with our platform. This role is not for the faint-hearted, we are looking for people who want to roll up their sleeves and make things better so that we exceed our customers’ expectations every day.

Note: Please only apply if you are comfortable working remotely and within the GMT timezone

In lieu of a cover letter, please answer these questions so we can learn more about you.

Describe a process or situation that you made better, more productive, or more economical.
Describe what customer success looks like to you.
What one accomplishment, in your most recent role, are you most proud of?

Responsibilities:

Act as a trusted advisor to key merchant stakeholders to drive solution adoption and ensure they leverage the solution to achieve value
Improve overall merchant satisfaction in assigned merchant accounts.
Build strong relationships with our merchants, anticipate their needs and help them use our product to make their businesses more effective and successful
Guide and educate the merchant utilizing various self-help options and articles.
Collaborate with the support team and other internal stakeholders to help ensure we quickly resolve merchant onboarding or optimization issues.
Proactively reach out to merchants to inform, educate, cross-sell and upsell
Help develop and implement best practice methodologies, tools and processes that will help us ensure merchant success
Analyze and develop strategies to increase account-level usage metrics
Optimally identify and mitigate the risk of churn
Ensure high merchant satisfaction and reference ability
Serve as the voice of the merchant during discussions with the product, marketing and support teams helping to prioritize feature requests, bug fixes and better serve our merchants
Maintain a deep understanding of our solutions and the eCommerce space to effectively drive greater merchant engagement on the most relevant features/functionality for their specific needs
Accurately document contact summaries and follow-up opportunities.

Requirements:

Min 2+ years’ experience in a customer success or account management role within a Saas company.
Superb written and verbal communication skills
Confident and proactive team player who is self-motivated and able to think on your feet when dealing with customers.
Tech-savvy and with a passion for learning and improving
Experience in working within SLAs (Service Level Agreements) and achieving tight KPIs (Key Performance Indicators).
Detail-oriented with strong organizational skills and the ability to multitask and prioritize in a fast-paced, dynamic work environment.
Proven collaborator and team player who can easily liaise across all levels and departments both externally with customers and within Stamped.io.
Comfortable working in a remote-working environment.
Past Shopify experience would be a plus.