Customer Success Manager
2 weeks ago
Flowcode is a leading offline to online conversion platform, revolutionizing the way brands connect with their audience. As a Customer Success Manager, you will be responsible for driving client success and growth across our mid-market segment. Your primary focus will be on delivering exceptional customer experiences, ensuring seamless onboarding, and fostering long-term relationships.
Key Responsibilities:- Strategic Scaling: Develop and execute scalable strategies to optimize onboarding and renewal processes for mid-market clients, leveraging digital content and automated tools to drive time-to-value.
- Engagement Optimization: Drive customer adoption and deepen engagement by leveraging a robust understanding of mid-market needs and developing system-based solutions in addition to relationship-driven tactics.
- Resource Management: Create and maintain self-service documentation and video-based training materials to enhance customer independence and satisfaction.
- Collaborative Integration: Collaborate with Sales, Product, Engineering, and Design teams to align our product roadmap and operations with mid-market customer requirements.
- Customer Advocacy: Act as the voice of the customer internally, ensuring that feedback informs our product development and service strategies.
- Data Analysis: Monitor and report on customer health metrics and feedback to inform business strategies.
- Revenue Generation: Own and achieve monthly expansion goals, upsell targets, and renewal forecasts within the mid-market segment.
- Process Innovation: Collaborate with Ops to develop and refine Customer Success processes, contributing to the scalability and effectiveness of the function at Flowcode.
- Proven Experience: 3-5 years of experience in customer success roles at product-led, growth-focused organizations.
- Systems Expertise: Strong understanding of mid-market dynamics and systematic approaches to solve problems and scale customer interactions.
- Data Oriented: Data-centric approach, with a focus on scaling customer success operations through systems and processes.
- Adaptive: Thrives in a dynamic, fast-paced environment; adaptable and proactive in generating solutions.
- Strong Communication Skills: Exceptional communication skills, both written and verbal, with the ability to effectively convey the Flowcode value proposition across diverse audiences.
- Technical Acumen: Familiarity with CRM tools (HubSpot preferred), and adept at managing multiple stakeholder needs simultaneously.
- Competitive Compensation: A competitive compensation package with equity and bonus potential.
- Dynamic Work Environment: A dynamic, collaborative work environment in the heart of NYC.
- Opportunity to Shape the Future: The chance to shape the future of a high-impact company that's already changing the game.
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