Customer Engagement Manager

2 weeks ago

Little Ferry, New Jersey, United States Swooped Full time
About Swooped:

Swooped is dedicated to enhancing the developer experience and providing the infrastructure necessary for building, scaling, and securing a more personalized web. Our mission is to empower clients to create dynamic online experiences.

At Swooped, we believe in fostering an environment where our team can excel and deliver outstanding results.


Position Overview:
Swooped is looking for a Customer Success Manager (CSM) to join our team.

The CSM will oversee a portfolio of Enterprise client accounts, concentrating on post-sales assistance, customer onboarding, success tracking, issue resolution, identifying expansion opportunities, and managing customer renewals.

Proficiency in frontend development, cloud infrastructure, and networking is essential, along with the capability to collaborate effectively with clients across various time zones. Establishing enduring relationships with product advocates for assigned accounts is also crucial.

This is a remote role, with a preference for candidates located in alignment with Eastern US time zones.


Key Responsibilities:
  • Manage a portfolio of Enterprise clients.
  • Serve as a trusted technical advisor by aligning Swooped's platform features with the client's business objectives.
  • Drive additional value by guiding clients through training and the adoption of Swooped's best practices.
  • Support clients throughout their lifecycle by promoting adoption while ensuring they realize business value.
  • Advise clients on optimal use of the company's technology.
  • Utilize account tiering to prioritize your portfolio while ensuring retention and growth.
  • Maintain high levels of client engagement and satisfaction, focusing on loyalty.
  • Facilitate Executive Business Reviews with key decision-makers and executive sponsors.
  • Act as the Voice of the Client to align our resources and efforts to enhance the client experience.
  • Collaborate with the Sales team to identify and promote expansion opportunities.

Candidate Profile:
  • 3+ years of experience in customer or account management.
  • Experience and proficiency with frontend web development libraries and frameworks such as React, Node, and Express is preferred but not mandatory.
  • Ability to maintain relationships from junior to C-suite levels.
  • Strong initiative and a positive attitude.
  • Collaborative mindset and capabilities; comfortable with asynchronous remote work.
  • General understanding of working within a serverless environment.
  • Knowledge of CI/CD and deployment pipelines is preferred.
  • Comfortable managing accounts with diverse requirements.
  • Demonstrated self-starter, curious, and solution-oriented.

Preferred Qualifications:
  • Experience in developing and implementing growth and activation strategies.
  • Familiarity with frontend web development libraries.
  • Understanding of CDN and/or Proxy.
  • Clear communication regarding DNS concepts.
  • Experience with Enterprise applications at a global scale.
  • Previous experience in a high-growth company.

Benefits:
  • Competitive compensation package and stock options.
  • Comprehensive healthcare package.
  • Opportunities for learning and growth, including mentorship and networking events.
  • Flexible Time Off policy, recommending 4 weeks of vacation per year, plus paid holidays.
  • Remote-friendly work environment with teammates across various time zones.
  • Provision of necessary equipment and a work-from-home budget to set up your workspace.

Salary Range: This role's estimated OTE pay range is $105,000 - $158,000. Actual salary will be based on job-related skills, experience, and location. Compensation packages also include benefits and equity-based compensation.

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