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Strategic Customer Success Manager

3 months ago

Remote, Oregon, United States SamCart Full time


Online shopping has changed. Today's eCommerce runs on selling products, not brands. SamCart is the only eCommerce software platform built for creators, by creators, who want to build a profitable digital business and experience personal freedom and growth.


Strategic Customer Success Manager

Full time. Remote.

SamCart is looking for a talented Strategic Customer Success Manager to join our team. The Strategic Customer Success Manager plays a crucial role in maintaining and expanding relationships with assigned key top-producing clients. The success of your customers is your primary focus and obsession. By developing these customer relationships, you promote the growth and retention of SamCart's growing customer base. You serve as the primary point of contact for clients, ensuring their needs are met and their expectations are exceeded. The CSM is responsible for managing the client's accounts, growing their business, addressing inquiries, resolving issues, and identifying opportunities for upselling or cross-selling to maximize their potential on our platform. You will understand our customers' needs in depth and work collaboratively with internal teams to maximize customer health and growth.

In this role, you can expect to:

  • Manage a book of up to 200 top-producing customer accounts on the SamCart platform
  • Retain book of business
  • Ensure strong product adoption of your book of business
  • Develop account plans and strategies to help clients achieve revenue targets and growth objectives.
  • Deliver Quarterly Business Reviews to present trends, data, and strategies each account can use to help improve the overall customer experience, increasing customer health and reducing churn across your accounts.
  • Identify opportunities for upselling or cross-selling additional products or services to sustain business growth and profitability by maximizing value through feature adoption.
  • Identify and log key or trending product requests, pain points, and issues across your accounts, and properly escalate issues as needed according to internal processes.
  • Handle customer escalations, including managing communications with customers and driving completion of escalation internally with product team members
  • Maintain expert knowledge of the SamCart product, including features, integrations, and offerings.

Key Success Outcomes:

  • Attain Overall "Green" Customer Health in Managed Accounts
  • Retain your Book of Business: Maintain or increase customer GMV quarter- over- quarter
  • Identify Upsell opportunities within your Book of Business

Qualifications

  • 2-5 years prior sales, customer success, or account management experience at a SaaS company
  • Excellent communication skills – both written and verbal
  • Self-driven and proactive nature, a comfort with ambiguity
  • Tech-savvy, adaptable, and comfortable with frequent functionality updates
  • Superior customer service skills – the ability to be responsive, compassionate, resourceful, organized and solution-oriented while maintaining a sense of humor
  • Major plus if you have knowledge of Hubspot, Salesforce, SalesLoft, Google Suite, and Slack

This is what you'll love about SamCart

Our co-founders always say "Their success is our success" and we believe that about our people too We want everyone to love their job at least 80% of the time and when you are successful, the whole team is successful.

  • Diversity adds value to everything we do - We hire from and for a wide range of backgrounds and experiences to allow the team to bring their own unique ways of thinking and working to each project
  • We have unlimited PTO with an encouraged 14-day minimum to empower our team members to maintain a healthy balance in their day-to-day lives.
  • Yay, we have 401K
  • Health Insurance premiums are covered 100% by SamCart for you +1, be it a significant other or child.
  • Supportive Parental leave policies for all parents
  • Career growth and development are essential here at SamCart and we want all team members to build sustainable, future-proof and adaptable careers.

Our Core Values

Be Transparent - We communicate openly, thrive on feedback, and check our egos at the door.

Be Human - We operate with compassion and always assume positive intent.

Be an Owner - We are all owners of the business. We take pride in our work and know that the success of our customers and the business contributes to our individual success.

Be Creative and Commit - We collaborate, create resourceful solutions, and work as a team to get it done.

Be You - We are stronger together because of the unique qualities we each bring to the team. We believe in balance, making time for fun, and enjoying the work we do

Want to learn more about what SamCart Culture looks like? Check out our Culture Page here: Culture @ SamCart