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Customer Success Manager

2 months ago

Little Ferry, New Jersey, United States Swooped Full time
About Our Company

Swooped is a prominent SaaS platform empowering organizations to build trust, share their narratives, and showcase the value of earned media. Our Public Relations Management (PRM) platform facilitates media relationships, crisis management, and measuring PR's impact.

Job Overview

We're seeking a strategic and empathetic individual to join our team as a Manager, Mid-Market Customer Success. Success in this role involves championing customer needs, challenging status quo with innovative solutions, and fostering a collaborative environment for impactful results.

Key Responsibilities
  • Lead a team to manage a significant portfolio of customers in both proactive and reactive capacities
  • Drive cross-functional initiatives to enhance customer health, revenue growth, and retention
  • Coach team members for excellence and continuous development
  • Spearhead the crafting of Mid-Market CSM strategies and playbooks
  • Collaborate with internal stakeholders to ensure a seamless customer experience
Requirements
  • 3+ years of SaaS customer engagement & renewal experience with 2+ years in people management
  • Proficiency in managing pipeline, forecasting, and reporting in a CRM system
  • Strong analytical and strategic capabilities to address complex customer concerns
  • Previous experience working with mid-market accounts to solve business challenges
  • Adept at team management, feedback mechanisms, and performance improvement
  • Enthusiasm for customer health, satisfaction, and long-term relationships
  • Ability to collaborate effectively across various teams and functions
Interview Process
  • Initial chat with a member of the Talent Team
  • Zoom interview with the hiring manager
  • Take-home assignment (up to 2 hours)
  • Peer interviews with team members
  • Final discussions with executive team members
Compensation

The role offers a base salary of $95,000 with an OTE of $125,000+. Compensation includes base salary, commission, and other benefits as part of a competitive package.

Why This Opportunity?

We offer a remote work culture with comprehensive support and resources for a productive setup. Our transparent and competitive compensation structures, emphasis on health & wellness, family benefits, and personal/professional development make us a great fit for those seeking a fulfilling career.