Lead – Customer Success

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Swooped
United States, US
  • Hardware
  • FullTime
  • Applications have closed

About Our Client

Our client offers an all-in-one, cloud-based software platform for the beauty and wellness industry, enabling businesses to manage appointments, POS, CRM, staff, inventory, and marketing from a single mobile solution. Its platform helps streamline operations, cut costs, and boost customer retention and spending, serving over 30,000 salons, spas, medspas, and fitness studios across 50 countries, including major global brands.

Key achievements include reaching a $1B unicorn valuation, raising $80M in funding, being named GeekWire’s Next Tech Titan, ranking 316th on Deloitte’s 2020 Technology Fast 500™, and earning Great Place to Work Certification (2021–2022).

About The Role

As a Customer Success Manager (CSM), this role plays a critical part in ensuring customers achieve success with the company’s platform. The CSM acts as a strategic partner, guiding clients through product adoption, best practices, and long-term growth strategies. The ability to combine technical knowledge with strong communication and relationship-building skills is essential to driving customer satisfaction and retention. This role is focused on VoIP product offerings and will span across all accounts that have subscriptions for these products. This will be a niche role within the organization, working with a key owner as the VoIP product offering post-sale journey matures.

Key Responsibilities

  • Customer Advocacy & Engagement: Develop strong relationships with customers, understanding their business needs and challenges to drive adoption and success.

  • Product Expertise: Become a subject matter expert in the company’s platform, proactively exploring features and functionalities to deliver maximum value to customers.

  • Problem Solving & Solution Building: Analyze customer challenges and independently develop solutions to enhance their experience and business outcomes.

  • Data-Driven Strategy: Leverage customer data and insights to guide decision-making, drive customer retention, and identify expansion opportunities.

  • Executive Presence & Influence: Confidently lead customer conversations, influence stakeholders, and drive positive change within their organizations.

  • Cross-Functional Collaboration: Work closely with sales, marketing, product, and support teams to ensure a seamless customer journey and continuous product improvement.

  • Time Management & Prioritization: Effectively manage multiple accounts, prioritize tasks, and communicate complex topics clearly and concisely.

Required Skills & Qualifications

  • VoIP Customer Success Experience: This is a must-have skillset. Demonstrated experience operating within the knowledge base for VoIP/telephony products is required.

  • Technical Horsepower & Curiosity: Ability to deeply understand and use the company’s product, with a proactive approach to learning.

  • Problem Solving: Strong analytical and critical-thinking skills to independently identify challenges and develop effective solutions.

  • Data-Driven Decision Making: Ability to interpret data to define strategies and make informed decisions.

  • Executive Presence & Influence: Confidence, charisma, and credibility to lead discussions and drive meaningful change.

  • EQ & Relationship Building: Strong interpersonal skills with a customer-first mindset, active listening, and deep customer empathy.

  • Cross-Functional Collaboration: Proven ability to work with diverse teams across sales, marketing, and product, and align stakeholders toward common goals

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  • Time Management, Prioritization & Communication Skills: Exceptional organizational skills, with the ability to prioritize tasks and communicate effectively.

Preferred Qualifications

  • Experience in a SaaS, technology, or customer-facing role.
  • Background in the wellness, beauty, or fitness industries is a plus.
  • Proficiency in CRM tools and data analytics platforms.

Why Join the Company?

  • Be part of a high-growth, innovative company transforming the beauty and wellness industry.
  • Work in a dynamic and collaborative environment with industry leaders.
  • Opportunities for professional growth, learning, and career advancement.

If you’re passionate about helping customers succeed, solving complex challenges, and driving impactful change, the team would love to hear from you!

Salary Range

$135,000—$145,000 USD

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

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