Customer Success Manager

Austin, TX, United States

We're Sendlane, an established SaaS provider disrupting the eCommerce industry by unifying the marketing tech stack for DTC brands with a unified approach to email, SMS, and reviews. If you're reading this, you're at least considering ditching your current gig and leveling up. Look no further, compadre. Have we got a challenge for you!

The search is on for our next Customer Success Manager!

So, who is our ideal team player? Above all else, you are quick as a whip, both in pace and smarts. Analytical by nature, you excel in problem-solving and identifying issues before they arrive - this, in particular, will serve you well in the Customer Success Manager role with us. Because you move quickly, your sense of urgency is also very high. Be it communicating with a client, working with a peer, or finishing your promised task...You do things fast, and you do them well. Strategy and execution propel you, and your greatest strength is your follow-through. You're the one who gets things across the finish line. You give everything you do 110%. Honestly, the world would be much more efficient if we had more people like you. Alas, there can only be one.

In this role, you would be the trusted advisor to our customer base, owning their entire lifecycle post-implementation. This means you are accountable for their long-term success using our platform! Think of yourself as our client's partner; Your job is to help them grow their business and, in turn, grow ours! Constantly solution-minded, you will strive to align technology and expertise on behalf of our clients, collaborating to determine (or, better yet, anticipate) their needs, recommend optimization opportunities, identify net-new strategies, develop retention efforts, and manage expectations all along the way.

Monitoring customer usage with an eye toward deeper platform adoption, you will leverage customer data and usage patterns to propose product improvements and new feature recommendations. Maintaining high levels of customer engagement and satisfaction: The ultimate goal for this role is retention. Your focus is to deliver both meaningful business impact and delight simultaneously.

Sound like a lot? Well, we have one more key element to add to the above. You're a team player. You are there to enable those around you to be the best they can be while helping us build our product. We have what we call a "friends first" culture! That doesn't mean we're not getting work done or getting too personal with one another. It simply means that our collaboration, communication, and ability to work together are second to none because we have a solid understanding of the people we work with daily and enjoy it, too!

Nothing too crazy, right? Just in case you're not a "paragraph" kind of person, here's the bulleted skinny on what you can expect in this position, day-to-day and high-level:

Develop a strong technical proficiency and practical understanding of Sendlane's product suite, enabling articulate discussions on performance management and industry best practices.

Continuously monitor and assess how customers utilize the application, focusing on fostering increased platform adoption.

Utilize client data and usage trends to propose enhancements and suggest new features that align with customer needs.

Track and evaluate customer progress in achieving KPIs and report these findings internally to leadership and customers, reviewing advancements toward strategic and technical objectives.

Strategize on the team's overarching goals and long-term vision, driving innovation and growth.

Enhance team expertise and promote technical thought leadership to help expand technical expertise and deliver top-notch customer experiences.

Collaborate across departments to find solutions to intricate scenarios and integration challenges. Demonstrate leadership by staying at the forefront of new features and technologies, conducting regular training sessions, and producing documentation for customers and fellow Sendlane team members.

Work closely with Sales, Implementation Managers, Engineering, Compliance, and Product teams to optimize service delivery, fostering cross-functional collaboration for the benefit of our clients.

Requirements:

2+ years in eComm/retention marketing (MOST IMPORTANT)

3+ years prior Customer Success or Account Management experience

Strong communication skills and technical aptitude

Familiarity with Hubspot, Salesforce, and other Software-as-a-Service

Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation

Enjoy working closely with customers to ensure complete satisfaction

A self-starter who takes the initiative to get things done

Sound like something you're up for? SICK!

Let's take a break and talk about what's in it for you! We strive to ensure that our employees have the best experience possible. Here are a few of the benefits we offer:

Medical, Dental, Vision, STD, LTD, and Life/AD&D Insurance

401k

Flexible PTO

We pay you to GO AWAY - a $1000 bonus for taking 5 or more consecutive business days off!

Up to 6 weeks of Paid Parental Leave

Equipment for your home office (including a MacBook and an annual stipend to set up your office!)

While working remotely, you can count on having an incredible team of people who are all insanely hard-working (and absolutely HILARIOUS). And, to answer your question…" yes," we have conducted entire conversations using only GIFs.

If this sounds like your cup of tea, we want to hear from you!

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