Customer Success Manager

Redwood City, CA, United States

Job Description

As Customer Success Manager, you will oversee the strategic direction for our B2B Customer Service Model. Together with the B2B Business Manager you will develop the strategy and long-term vision for the customer experience, from awareness to post-sale service, fostering loyalty and creating raving fans! You will work with the Customer Service team to refine the service model, establish Standard Operating Procedures, and provide oversight to our dedicated Customer Service team.

This full-time position reports to the Senior B2B Manager and is expected to work in a hybrid model, which currently includes Tuesday and Wednesday in-office.

What You’ll Do

Collaborate with B2B manager to develop a comprehensive Customer Success Strategy

Gain a thorough understanding of the complete customer experience for the retention audience

Map the Customer Experience to pinpoint and address potential friction points

Identify challenges within the Customer Service experience and work closely with CS management to find efficiencies and propose solutions

Work alongside the B2B Manager and Marketing team to strategize the transition of B2B customers to a new site experience

Collaborate with the B2B Manager to create a loyalty program for B2B customers, segmenting the retention audience into tiers

Stay updated with industry trends, emerging technologies, and best practices related to CS operations, communication channels, and automation

Conceptualize improvements in B2B services to elevate the overall customer experience and enhance the perception of the Balsam Hill brand

Work closely with the Growth Manager and cross-functional partners to support business development and lead generation strategies

Collaborate with the CS and Marketing teams to define and optimize sales processes and overall customer experience

Identify key performance indicators (KPIs) and establish metrics to measure the effectiveness and efficiency of Customer Success initiatives

Perform regular data analysis to identify trends, patterns, and opportunities for improvement

Engage with cross-functional teams, including marketing, finance, and operations, to support the Customer Success experience and B2B-specific processes

What You Bring To The Table

4+ years of experience in a business operations environment with dedicated CS support

Bachelor’s degree in business or marketing preferred

Previous experience developing and executing business strategies and customer service initiatives in a B2B environment

Demonstrated knowledge of CS operations and processes

Experience with CRM/ Marketing Automation platforms such as Salesforce, HubSpot, Marketo

Data analysis oversight/ ability to derive insights from customer datasets

Experience collaborating with cross-functional teams to drive business growth

Strong understanding of customer segmentation and targeting strategies

Experience in CS forecasting, budgeting, and performance tracking

About Us: Balsam Brands is a global, eCommerce retailer with roots in holiday and home décor. We strive for excellence in everything we do and present a unique opportunity for those seeking to have a meaningful impact in a people-first company that values relationship building, authenticity, and doing the right thing. We have steadily growing teams in Boise, the Bay Area, Dublin, and the Philippines.

The company's mission is to create joy together. We empower our team and partners to love what they do, provide products and experiences that inspire meaningful moments with family and friends, and give back to our families and communities in impactful ways. When you join Balsam Brands, you'll find a culture of caring people doing challenging work and building a welcoming workplace.

Check out our flagship brand, Balsam Hill: www.balsamhill.com

Balsam Brands in Forbes: https://bit.ly/balsambrandsforbes2023

Balsam Brands on LinkedIn: http://www.linkedin.com/company/balsam-brands/

Glassdoor: https://bit.ly/balsambrands-glassdoor

Benefits

At Balsam Brands, we strive to offer a competitive compensation and benefits package. For permanent, full-time team members, our current package includes:

Competitive compensation, including a cash-based incentive plan; salary is reviewed yearly and may be adjusted as part of the normal compensation review process

Comprehensive Medical, Dental, and Vision coverage, with 100% of monthly premiums covered for team members, and 85%+ employer-paid premiums for other coverage tiers that include dependents

Up to $2,000 annual funding toward HSA accounts

Medical, transit, dependent care FSA

Infertility coverage offered on all medical plans

Generous parental leave program and flexible return options

Company-paid life and AD&D insurance

Company-paid short and long-term disability insurance

401(k) with dollar-for-dollar company match up to $4,000 per calendar year

Employee Assistance Program (EAP) and other mental health and wellness perks

Paid holidays, annual shutdown week, PTO, and volunteer time-off (VTO) packages

Paid 5-week sabbatical leave after 10 years of employment

Annual continuous learning benefit up to $1,000 per person, per fiscal year

Up to $300 flexible reimbursement to support setup of new team member's work-from-home environment

Generous team member merchandise discount

Valuable extras: identity theft protection, subsidized parking, monthly wellness, pet insurance, accident & critical illness insurance

The base pay range for this position is: $100K - $122K . Where an individual falls within that range will vary based on several factors including geographic location and may vary depending on candidate qualifications and experience, applicable skills, and other job-related factors. We benchmark our pay ranges against current external data sources and regularly review compensation for our team members. Balsam Brands is committed to providing our team members with an internally fair, externally competitive, and fiscally prudent total compensation package administered in a simple and consistent manner.

At Balsam Brands, we strive to build a diverse, equitable, and inclusive team to fulfill our purpose to create joy together. Balsam Brands is proud to be an equal opportunity employer. We encourage people from all backgrounds, ages, abilities, and experiences to apply. We do not discriminate on the basis of race, ethnicity, religion, national origin, citizenship, marital or family status, disability, sexual orientation, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application and interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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