Customer Success Manager

Job description

Job Title: Customer Success Manager (CSM)

Location: Preferably a candidate in Pacific or Hawaii time zones

Schedule: Preferably a candidate who wants to work weekends

Department: Customer Success

Reports To: Manager of Customer Success

About the Role:

The Customer Success Manager (CSM) with a focus on Technical Support will be the primary point of contact for customers, guiding them through the onboarding process, helping them implement and optimize their usage of our products, and ensuring they achieve maximum value from our solutions. As the main point of contact after the initial sale, you will build and nurture strong relationships with customers, proactively supporting their ongoing needs.

In addition to customer success responsibilities, you will serve as the go-to resource for customers seeking technical assistance. You will provide high-quality, timely, and effective support to resolve technical issues and ensure a seamless customer experience. This will involve troubleshooting product-related problems, offering solutions, and helping customers navigate any technical challenges they may encounter.

The ideal candidate will have excellent problem-solving skills, strong communication abilities, and a deep understanding of our technology and products. You should be comfortable managing both customer relationships and technical support requests, ensuring customer satisfaction and long-term success with our solutions.

Key Responsibilities:

Customer Success Management:

• Customer Onboarding & Implementation:

Lead the onboarding process for new customers, ensuring smooth implementation and adoption of the product. Guide customers through the setup, configuration, and integration of our solutions to ensure they achieve their business goals.

• Customer Relationship Management:

Act as the primary point of contact for customers post-sale, building and nurturing long-term relationships. Understand customer needs and ensure they are fully utilizing the product to maximize value.

• Product Optimization & Adoption:

Proactively identify opportunities to help customers optimize their use of the product,

delivering best practices and guidance on product features. Ensure customers achieve desired outcomes and continue using the product effectively.

• Training & Education:

Provide training, resources, and product tutorials to customers, ensuring they understand the full capabilities of the product and can leverage it to meet their objectives.

• Customer Retention & Advocacy:

Monitor customer health, conduct regular check-ins, and act as the customer’s advocate within the organization. Address any concerns and work to prevent churn by offering proactive solutions to enhance customer satisfaction.

• Upsell & Cross-sell Opportunities:

Identify opportunities for upselling and cross-selling additional features, services, or products based on customer needs and business objectives.

Technical Support:

• Technical Assistance & Troubleshooting:

Serve as the primary point of contact for customers seeking technical support. Diagnose and troubleshoot issues related to the product, integrations, or configurations in a timely and efficient manner.

• Issue Resolution & Escalation:

Resolve technical issues promptly and accurately, providing clear instructions or escalating to the appropriate team when necessary. Ensure issues are resolved to the customer’s satisfaction and follow up to confirm the problem is resolved.

• Service Level Agreement (SLA) Compliance:

Resolve technical issues promptly and accurately, providing clear instructions or escalating to the appropriate team when necessary. Ensure issues are resolved to the customer’s satisfaction and follow up to confirm the problem is resolved.

• Product Knowledge and Training:

Develop and maintain a deep understanding of the company’s products, services, and technical solutions, providing customers with best practices, guidance, and resources to maximize their use of the product.

Qualifications:

• Proven experience of 1-3 years in a customer-facing role within a SaaS or Retail environment, showcasing adeptness in building relationships, addressing customer inquiries, and delivering exceptional service
• The ideal candidate is a self-starter, comfortable in a fast-paced, growing environment, and can effectively communicate technical concepts
• A stellar team player, actively collaborating with and assisting colleagues, maintaining a positive and supportive attitude, and working cohesively towards shared objectives
• Proficient in delivering clear and concise instructions to clients on how to effectively utilize new concepts / software, ensuring they understand its functionality and can navigate it with ease
• Interest or experience in working with the fitness or SaaS industries

** Must be flexible and willing to work a Wednesday through Sunday schedule for one week, once per quarter, to provide necessary coverage and support during peak times or as needed.

Bonus points for…

• Experience using tools such as Wodify, ZenDesk, Google Apps, HubSpot, JIRA
• Experience in customer success, sales or business development role
• Knowledge of CMS systems and website optimization

Benefits:

• 65k-75k yearly salary, bonus, and equity plan
• Medical, Vision and Dental Insurance plus company-paid disability and life insurance
• 401(k) plan and FSA
• Unlimited PTO
• Team, social and philanthropy events
• Gym/wellness reimbursement and commuter benefits
• Location-agnostic (remote, hybrid, and in-office friendly!)

About Wodify:

We know that you want to be part of an organization where you can build a successful career and make an impact. In order to do that, you need an organization that gives you purposeful work and the opportunity to grow and develop. We also know that those organizations are few and far between.

At Wodify, our purpose is to empower a fulfilled life for our customers, partners, and communities. We ensure our team members have the flexibility and autonomy to make a meaningful difference everyday and as Wodify grows we support our team members by providing clear steps to their own professional growth and development.

Everything we do at Wodify stems from our culture. We are driven by our values which are:

1. Lead Like a Business Owner
2. Champion Continuous Improvement
3. Think Platform
4. Be Customer Obsessed
5. Commit & Deliver

We strive to live these values everyday in our interactions with each other, our customers, and our vendors and make sure that everyone feels empowered to hold each other accountable to them as well.

So, if our message and culture resonates with you, check out our open positions and apply! And in the meantime, check out our culture videos and blog!