Customer Success Manager
4 weeks ago
Reports to:
Vice President of Sales & Marketing
Department:
Customer Success
About Overproof
Overproof is the leading AI-driven business intelligence and strategic planning platform for the beverage alcohol industry. As a B2B SaaS platform, we empower beverage alcohol suppliers of all sizes with powerful tools, integrated services, and actionable insights. We are committed to diversity and are proud to be an equal opportunity employer. We do not discriminate based on race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.
Overproof seeks a driven Customer Success Manager to join our rapidly expanding team. In this role, you will serve as a bridge between the Sales, Marketing, and Product teams, taking ownership of customer interactions, retention, and post-purchase sales funnel management. You will collaborate with internal teams and external customers, making adaptability, resourcefulness, teamwork and a relentless drive to succeed essential traits for success in this role.
What you’ll do:
Ensure all Overproof customers are happy customers.
Collaborate with sales leads to ensure seamless transition to onboarding. Understand each customer’s motivations for joining Overproof, and adapt onboarding, admin and field training to their business case.
Provide ongoing consultative support and proactively engage with customers to manage their ongoing journey effectively and identify upsell opportunities.
Address and resolve customer inquiries, concerns, or issues promptly.
Actively participate in problem-solving and service improvement efforts.
Act as the voice of the customer, escalating favorable and unfavorable, feature and service-related feedback.
Maintain strong relationships to ensure high retention rates and customer loyalty.
Contribute to the development and refinement of various customer journeys.
Ensure customer success materials including the knowledge base, portal and app manuals, and how to videos are kept up to date while our products continue to evolve.
Draft customer communications including new feature announcements.
Create and keep up to date internal process documents and FAQs.
Uphold a deep understanding of the beverage alcohol industry, consumer trends, products, and portfolios
.
You’re the right fit if you:
Are Enthusiastic about Drinks:
you have an interest in pursuing a career in the beverage alcohol industry.
Thrive on Autonomy:
you have a proven record of working independently and taking ownership of tasks.
Solve Problems:
you have
strong analytical skills and the ability to solve complex problems - you’re comfortable navigating uncertainty and finding creative ways to overcome obstacles.
Are Resourceful:
you find solutions within limited resources and constraints.
Embrace Adaptability:
you thrive in changing environments and adapt to new circumstances quickly.
Driven and Determined:
you have a strong work ethic, passion for excellence and a persistent attitude to achieve goals.
Qualifications
Minimum of 3 years experience in the beverage alcohol industry as a field rep, brand manager, or similar role.
Previous experience in customer success is a plus.
Notes
This position is based in Miami, FL. Candidates must be eligible to work in the United States of America. Candidates will occasionally be required to work a few hours on weekends.
Compensation:
Combination of base salary and performance-based incentives.
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