Customer Success Manager

4 days ago

Atlanta, United States Ortto Full time

Ortto is a customer data, messaging and analytics platform. Since our launch, we have empowered over 10,000 businesses to grow faster with data-driven marketing automation. Ortto helps online businesses unify their customer data with their CDP (Customer Data Platform), segment key audiences across the customer lifecycle, activate these audiences with personalized, omnichannel customer journeys, and analyze their business with reporting and analytics tools.

Ortto embraces flexible work, with team members working remotely across the globe, and a head office in Sydney. Ortto is backed by great investment partners including Blackbird Ventures, Salesforce, Southern Cross Ventures, and Rembrandt Venture Partners. We are a profitable company with a big future and are looking for the best talent to join the team and be part of our long-term vision.

Position Description

Ortto Customer Success Managers partner with and ensure the long-term success of our customers. As a Customer Success Manager, you are responsible for developing and nurturing long-term relationships with your assigned customers and connecting with key business executives and stakeholders. You will liaise with customers and internal teams to ensure the timely and successful delivery of our software solutions in accordance with our customers needs.

This position reports to the Global Head of Customer Success. While the role operates primarily on US Eastern Standard Time (EST) business hours, the candidate must be flexible and available to accommodate occasional meetings and collaboration with our HQ in Australia.

Key Responsibilities

In conjunction and with direction from the Head of Customer Success, develop strategies for CS team outcomes, including but not limited to the following:

General

  • Manage all post-sale customer experience for assigned customers
  • Partner with solution engineers to deliver agreed on solutions
  • Develop and maintain a deep understanding of the product and speak to customers about relevant features and ideas for their specific goals
  • Work closely with product management to continue to enhance and improve the product based on direct feedback from our customers
  • Partner with customer support & finance to facilitate smooth transitions between customer success and support tickets
  • Perform operational and admin duties where required and as directed

Customer Success Key Outcomes

  • Increase renewal rates and reduce churn
  • Expand customer revenue in accounts through cross-selling and up-sell, where possible
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability

Requirements

  • USA - East Coast time-zone a MUST
  • A strong sense of empathy with customers & proven track record of customer success
  • At least 3 years of customer-facing experience in SaaS
  • BA/BS degree from a University - advantageous
  • Demonstrated interest and experience with marketing automation technology - preferred
  • Ability to work independently and make decisions
  • Demonstrated ability in managing priorities in a fast-paced environment
  • Demonstrated passion for troubleshooting issues and solving problems
  • Excellent written and verbal communications skills
  • Proficient with Salesforce, Trello, Slack and other CS tech stack tools

Benefits

  • Salary range: $100K - $110K USD/yr
  • Home office set-up allowance - US$400/one-off
  • Home office ongoing allowance - US$400 per quarter
  • All team members have access to our Employee Stock Option Program (ESOP) after 12 months of employment

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