Customer Success Manager
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Job Description
Customer Success Manager at Marsello enhancing loyalty for retail and hospitality brands through personalized marketing. Managing customer relationships and improving retention and engagement metrics.
Responsibilities:
- Be the go-to person for a portfolio of retail and hospitality brands
- Help brands get real value out of Marsello
- Review customer health data and prevent churn proactively
- Turn data into clear, actionable advice for brands
- Run video calls with customers to share best practices in loyalty, email, and SMS marketing
- Champion customers internally and celebrate their wins
- Keep CRM notes sharp and up to date
- Gather feedback and feature requests for the Product team
- Be a trusted voice for beta features and early access programs
- Answer customer questions with speed and care
- Run product training sessions when needed
- Stay on top of the latest in marketing and customer success best practice
Requirements:
- 3+ years in Customer Success, or as an account manager in a marketing agency (or equivalent experience)
- SaaS B2B experience preferred
- An understanding of loyalty marketing and the value it brings to brands
- Experience with consultative, solutions-based selling
- A track record of delivering great remote customer experiences and reducing churn
- Comfort using tools like Intercom or HubSpot
- Retail experience is a bonus
- A degree in Marketing, Business, or a related field is a plus, but not essential
Benefits:
- Remote working
- Birthday leave
- Healthcare benefits
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