Client Success Specialist, US

4 weeks ago

Texas, United States Mouseflow Full time

Are you a customer-centric professional with a knack for technology? If so, Mouseflow is looking for a dedicated 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 new clients, conducting training sessions, and facilitating regular check-ins and business reviews with existing accounts.

CSMs are vital in understanding client needs and creating positive experiences that drive satisfaction and loyalty. Collaborating with other customer-facing teams, you will focus on key areas such as Retention, Expansion, and Advocacy.

In this role, you will act as a trusted advisor, leveraging your expertise in Mouseflow's technology to ensure the health and retention of your customer portfolio. Your insights will contribute significantly to the continuous improvement of our team.

Key Responsibilities

  • Work hours: This role requires availability from 8 AM to 4 PM Eastern Standard Time to accommodate clients across US and EU time zones.
  • Oversee the onboarding process for new enterprise clients, managing live video training sessions and asynchronous project tasks.
  • Gain a comprehensive understanding of the customer journey, prioritizing client needs and enhancing their experience.
  • Develop expertise in Mouseflow's technology to establish best practices for customer success.
  • Maintain a portfolio of clients, fostering relationships with various stakeholders to drive adoption and retention of Mouseflow's services.
  • Identify and manage customer risks and opportunities effectively.
  • Advocate for clients internally, collaborating with cross-functional teams to ensure successful implementation and renewals.
  • Partner with the sales team to create training programs for agency partners and assist in their onboarding.
  • Provide strategic guidance and innovative solutions to support client success.
  • Continuously seek ways to improve team operations and processes.
  • Support team members in overcoming challenges.
  • Enjoy a balanced work-life dynamic while contributing positively to the company culture.

Qualifications

  • Education: Bachelor's degree or equivalent experience in a relevant field.
  • Experience: Minimum of 2 years in a customer success or account management role.
  • Prior experience in a customer-facing role within a SaaS environment is essential.
  • Excellent communication skills in English; proficiency in Spanish is a plus.
  • Strong interpersonal skills with the ability to engage customers in a friendly and clear manner.
  • Highly organized with project management capabilities to handle multiple tasks simultaneously.
  • Intermediate technical skills in HTML, CSS, JavaScript, and tag management software.
  • Resourceful problem-solver who enjoys independent challenges.
  • Team-oriented mindset with a focus on collective success.
  • Positive attitude and a sense of humor that contributes to a vibrant company culture.
  • Adaptable to change in a dynamic work environment.

What We Offer

  • Fully remote position with flexible work arrangements.
  • Emphasis on maintaining a healthy work-life balance.
  • Competitive compensation package.
  • Casual and enjoyable international company culture.
  • Opportunities for professional growth in a rapidly expanding organization.
  • Flat organizational structure promoting open communication and valuing every voice.

About Mouseflow

Founded in Copenhagen in 2010, Mouseflow has grown into a leading global SaaS web analytics company, recognized for its innovative solutions and rapid growth.

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