Customer Success Manager, Growth
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Job Description
Customer Success Manager at ecommerce intelligence platform Triple Whale. Supporting clients in leveraging analytics tools for marketing strategy and optimization.
Responsibilities:
- Manage a high-volume, low-touch customer portfolio through shared inbox, live chat, and office hours ā driving retention and satisfaction in a fast-paced, automated environment.
- Drive retention and expansion by proactively identifying churn risks, managing cost-based objections, and collaborating cross-functionally to support upsell opportunities within the Growth segment.
- Identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals.
- Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices
- Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
- Contribute to the continued development and improvement of the Triple Whale Customer experience
Requirements:
- Previous experience supporting or servicing customers in the eCommerce marketing space is highly preferred, ideally within a SaaS environment
- Prior SDR experience and high volume Customer Success or Customer Support experience highly preferred
- Ability to thrive in a dynamic, fast paced startup environment
- Superb written and verbal communication skills
- Quick learner
- Flexible, embraces change and new responsibilities
- Excellent computer skills and tech savvy
- Service-oriented, passionate about providing top notch service to our clients
- Detail-oriented, capable of handling multiple responsibilities at once
- Positive attitude, empathy, and high energy
- Thrives in a collaborative team environment
- Comfortable driving negotiation conversations to positive outcomes.
Benefits:
- Health insurance
- Paid time off
- Flexible working arrangements
- Professional development opportunities
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