Client Success Specialist, US

1 month ago

Texas, United States Mouseflow Full time

Are you a relationship-driven, customer-oriented professional with a strong technical background? If you thrive in a dynamic, global environment, 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 training and onboarding new clients and partners, as well as conducting regular check-ins and business review meetings with existing accounts.

CSMs possess a comprehensive understanding of customer needs, aiming to cultivate positive experiences and build relationships that enhance customer satisfaction and loyalty. Collaborating with other customer-facing teams, CSMs at Mouseflow focus on the key areas of Retention, Expansion, and Advocacy.

As trusted advisors and product experts, your main objective will be to ensure the health and retention of your customer portfolio. Your insights will be crucial in shaping our team's ongoing development. This is a full-time position reporting to the Director of Customer Success & Support.

Key Responsibilities

  • Work Schedule: This role requires availability from 8 AM to 4 PM Eastern Standard Time to accommodate customers and partners across US and EU time zones.
  • Oversee the onboarding process and training for new enterprise clients, managing live video calls and asynchronous project tasks.
  • Gain a thorough understanding of the customer journey, prioritizing customer needs and assisting in the evolution of the customer experience.
  • Develop expertise in Mouseflow's technology to establish best practices for customer success.
  • Maintain ownership of a diverse portfolio of clients, fostering relationships with various stakeholders while collaborating with existing teams to promote adoption and retention of Mouseflow services.
  • Identify and assess customer risks and opportunities.
  • Act as an advocate for our clients internally, partnering with cross-functional teams to ensure successful implementation, adoption, expansion, and renewals.
  • Collaborate with the Partner 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 take initiative and suggest improvements for the Customer Success team's operations.
  • Support and assist team members when needed.
  • Maintain a positive attitude and promote a healthy work-life balance.

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.
  • Previous customer-facing experience in a SaaS environment is essential.
  • Communication Skills: Excellent written and verbal communication skills in English; proficiency in Spanish is a plus.
  • Interpersonal Skills: Strong people skills with the ability to engage customers in a friendly and comprehensible manner.
  • Project Management: Highly organized with the ability to manage multiple projects simultaneously.
  • Technical Proficiency: Intermediate knowledge of HTML, CSS, JavaScript, tag-management software (such as GTM), and other web technologies. While coding skills are not required, familiarity with these technologies is necessary.
  • Problem-Solving: Proactive in addressing challenges and capable of working independently.
  • Team Player: Humble and focused on the success of the team.
  • Positive Attitude: Enjoys a casual and energetic company culture.
  • Adaptability: Embraces change in a fast-paced, growing environment.

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, fun, and international company culture.
  • Opportunities for career advancement in a rapidly 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 offices in Copenhagen and Austin. Recognized for its rapid growth and innovation, Mouseflow is a leading SaaS web analytics company, serving over 210,000 websites worldwide by tracking visitor activity and enhancing user experience.

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