Client Success Specialist, US

1 month ago

Texas, United States Mouseflow Full time

Are you a customer-centric, technically adept professional? If you thrive in a dynamic, global setting, Mouseflow is looking for a Customer Success Manager (CSM) to enhance our expanding Customer Success team.

Role Overview

As a CSM, you will be the primary point of contact for our enterprise clients and certified agency partners. Your responsibilities will include onboarding and training new clients, as well as conducting regular check-ins and business reviews with existing accounts.

CSMs are essential in understanding client needs, aiming to cultivate positive experiences and foster relationships that enhance customer satisfaction and loyalty. Collaborating with other customer-facing teams, CSMs at Mouseflow focus on key areas such as Retention, Expansion, and Advocacy.

As trusted advisors and product experts, your main objective will be to ensure the health and retention of your client portfolio. Your insights will play a crucial role in the continuous improvement of our services. This is a full-time position reporting to the Director of Customer Success & Support.

Key Responsibilities

  • Work hours: This role requires availability from 8am to 4pm Eastern Standard Time to accommodate clients across US and EU time zones.
  • Oversee the onboarding process and training for new enterprise clients, which includes live video meetings and asynchronous project tasks.
  • Comprehend the complete customer journey, prioritizing client needs and contributing to the evolution of the customer experience.
  • Develop a thorough understanding of Mouseflow's technology to establish best practices for customer success.
  • Maintain responsibility for a portfolio of clients, building relationships with various stakeholders while supporting existing teams to drive adoption and retention of Mouseflow's services.
  • Identify customer risks and opportunities effectively.
  • Act as an advocate for our clients internally, collaborating with cross-functional teams to ensure successful implementation, adoption, expansion, and renewals.
  • Partner with the sales team to create training programs for partners and facilitate onboarding.
  • Provide strategic guidance and innovative solutions to ensure the success of clients and partners.
  • Continuously seek improvements in the operations of the Customer Success team.
  • Support colleagues when they encounter challenges.
  • Enjoy your work while maintaining a healthy work-life balance.

Qualifications

  • Education: A bachelor's degree or equivalent experience in a relevant field.
  • Experience: A minimum of 2 years in a customer success or account management role.
  • Prior customer-facing experience in a SaaS environment is essential.
  • Communication: Exceptional communication skills, fluent in both written and spoken English; proficiency in Spanish is a plus.
  • Interpersonal Skills: Strong people skills, enabling you to engage with clients in a friendly and comprehensible manner.
  • Project Management: Highly organized, capable of managing multiple projects simultaneously.
  • Technical Proficiency: Intermediate knowledge of HTML, CSS, JavaScript, tag-management software (like GTM), and other web technologies.
  • Problem-Solving: Proactive in resolving issues and enjoys independent problem-solving.
  • Team Player: Humble and prioritizes team success.
  • Culture Fit: Contributes to a positive, energetic company culture.
  • Adaptability: Embraces change, recognizing its importance in a growing organization.

What We Offer

  • Remote work flexibility with the option to work from our Austin, Texas office.
  • A culture that emphasizes work-life balance.
  • Competitive compensation.
  • A casual, enjoyable, and international company culture.
  • Opportunities for career advancement in a fast-growing company.
  • A flat organizational structure with open communication where every voice is valued.

About Mouseflow

Founded in Copenhagen, Denmark, in 2010, Mouseflow has expanded globally, with a strong presence in the market. Recognized for its rapid growth and innovation, Mouseflow is a leading SaaS web analytics company, utilized by over 210,000 websites worldwide to enhance user experience and optimize conversions.

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