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Customer Success Manager

4 months ago

Charleston, United States Elevar Full time
Job DescriptionJob Description

Elevar, recently acquired by Buxton, is a leading SaaS company empowering online merchants to build a robust data foundation. We simplify server-side event tracking, providing merchants with actionable insights to fuel smarter decisions, accelerate growth, and achieve their goals.

This exciting acquisition combines Elevar's expertise in online analytics and our dynamic conversion tracking solution for fast-scaling e-Commerce brands with Buxton's retail analytics prowess, creating an omni-channel powerhouse in the industry. Together, we aim to provide data-driven insights and shape the future of customer engagement across all channels.

At Elevar, Customer Success Managers manage the ongoing relationships with clients to help them get the most value out of the product functionality and achieve their business goals for clients such as Vuori, Thrive Cosmetics, and Bulletproof Coffee.

CSMs work together with clients proactively and strategically to help identify opportunities for product adoption, and also help guide merchants to the best plan type based on their business needs.

CSMs are responsible for a book of business, and manage the ongoing relationship with clients and key stakeholders to ensure they're successful using the Elevar platform and to also help prevent churn.

We also have a support team of technical analysts that our customer success team partners with on a daily basis to ensure our customers tracking challenges are solved and remain near 100% accuracy.


Elevar is looking for an incredibly high performing person who can join our team to help our customers maximize their value out of the Elevar platform.

This Role Is For You If..

  • You're willing to learn new skills and adapt to changes
  • You consider yourself tech-savvy and efficient with SaaS applications
  • You're always thinking about the customer first and taking the initiative to fix the root cause of customer support issues.
  • You have an entrepreneurial spirit: we are a small, agile team that constantly improves processes
  • You would describe yourself as a patient, empathetic, and having a good sense of humor
  • You’re independent, self-motivated, and can stay efficient and productive without someone looking over your shoulder all day long
  • You're comfortable with the digital marketing/e-commerce environment and you are used to making data-driven decisions
  • You are capable of seeing the bigger picture, and you are not afraid to embrace transformation trough change

What You'll Need

  • Self-motivated and proactive mindset.
  • Detail-oriented with strengths in data analysis
  • 4+ years of SaaS B2B experience in a customer-facing success role (Customer Success, Support, or Account Management).
  • Experience navigating and influencing Enterprise customers, C-level executives in the digital marketing/e-commerce ecosystem
  • OR
  • Ability to build relationships with key stakeholders to identify opportunities for stronger, long-lasting partnerships.
  • Ability to identify gaps in processes and quickly propose sustainable and scalable solutions
  • Strong presentation creating and delivery skills and ability to establish credibility with customer stakeholders
  • Exceptional multi-tasking and context-switching capabilities
  • Strong collaboration and communication skills
  • Measurement, reporting, and other data analytics skills
  • Experience in working in a startup environment
  • The desire for committing to over-delivering and following up with customers to make sure they’re successful

Requirements

What will you do?

When sales sell the product, that's the initial sale. After that, the CSM sells the product every single month.

  • Your #1 priority is helping our customers be successful with our product & ultimately their business. This includes getting each customer successfully setup (by collaborating with team or automated outreaches) and activated within their first 90 days of being an Elevar customer.
  • You'll be responsible for helping guide customers to the new plan types, explain the benefits of upgrading, the benefits of server side vs. client side tracking, and identify areas of opportunity to adopt more of the product.
  • You'll be responsible for managing the relationships with clients to help prevent churn and will help with our KPIs including: Customer Success Metrics related to Net Dollar Retention and Customer Support metrics such as activation rate, retention rate, 6 star experiences, and time to completion for ongoing support.
  • Engaging new customers proactively to make sure they are on the road to success with Elevar
  • Becoming a keen, passionate expert in all things related to analytics, Shopify, conversion optimization, and customer success
  • Compiling product feedback and ideas to help our product and engineering team continue to improve our platform
  • Collaborate with our product team to build a better Elevar. Our most important clients' feedback is very important for us - you'll help us translate their feedback into feature requests.
  • You'll use your learnings to produce case studies and develop new marketing use cases.
  • Help move Customer Success big rock projects forward alongside our Customer Success Lead
  • Follow all of Elevar’s processes and guidelines around client management and tracking implementations and best practices.
  • Owning the entire customer lifecycle starting with the sales hand-off point, up until the renewal and beyond that
  • Cross functionally develop strategic plans with customer-facing teams to ensure customer expectations are exceeded and aligned
  • Monitoring and measuring customer health and proactively mitigating risk


Must Have Experience with...

  • Experience in a SaaS B2B eCommerce or Digital Marketing startup
  • Experience as a Customer Success Manager being proactive and strategic
  • Experience with Shopify, Hubspot, and Marketing Attribution
  • Knowledge of Client vs. Server Side Tracking is a bonus

Benefits

Benefits & Perks at Buxton

Buxton has been taking care of its employees and their loved ones for 30 years with a commitment to providing quality benefits programs that are comprehensive, flexible, and affordable. Giving employees the best in benefit plans is one way we can show that, as an employee, you are our most important asset.

  • Benefits effective the first day of the month following hire date
    • Health benefits, company-paid long-term disability, voluntary short-term disability, company-paid Life and AD&D insurance, voluntary supplemental Life insurance (employee/spouse/child), and health and dependent care flexible spending accounts all effective the first day of the month following the month of hire.
    • Free Virtual Medical Visits for employees and dependents enrolled in a medical plan.
  • Quarterly enrollment 401(k) Savings and Investment Plan with 50% company match up to 6% of the employee contribution. 100% vested in only 3 years
  • Front-Loaded Paid Time Off (PTO):
    • Calendar Year 1 = 1.5 days per month remaining in the calendar year (including month of hire)
    • Calendar Years 2 & 3 = 18 days/year
    • Calendar Year 4 = 21 days/year
    • Calendar Year 5+ = 24 days/year
  • 9 paid holidays
  • Employee Assistance Program

Employment is contingent upon the successful completion of a background check, as we are dedicated to providing a safe and secure work environment for all Buxton stakeholders. Please note that while we value global perspectives, we are unfortunately unable to sponsor work visas at this time. Applicants must be currently authorized to work in the United States.

About Buxton

Buxton is the global leader in retail customer analytics. Backed by 30 years of expertise, we leverage a unique blend of data, analytics, and AI to empower businesses to understand their customers, increase the efficacy of their marketing campaigns, optimize site selection, and drive growth. With our recent acquisition of Elevar, a dynamic conversion tracking solution for fast-scaling e-Commerce brands, together we create an omni-channel powerhouse, and aim to provide data-driven insights and shape the future of customer engagement across all channels.

Our commitment to diversity

At Buxton, we believe that diversity of thought, background and experience makes us stronger. We are committed to building an inclusive workplace where everyone feels valued and empowered to bring their authentic selves to work. We value an environment of belonging, where diverse perspectives are celebrated, and each individual has the support and resources to thrive.

EEO statement

Buxton is committed to a diverse and inclusive workplace. Buxton is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. All employment is decided on the basis of qualifications, merit, and business need.