Customer Success Manager

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

About Our Client

Our client is a B2B advertising platform built for real revenue impact. It helps enterprise marketing and sales teams focus their efforts by targeting named buyers—specific individuals they actually want to close—not broad segments or anonymous accounts.

Over 100 enterprises and mid-market companies worldwide, including industry leaders, utilize this technology.

About The Role

As a Customer Success Manager, you will be responsible for providing an excellent customer service experience and helping customers achieve their desired goals. Impeccable relational skills and readiness to create win/win environments for all parties you work with will drive your success in this role.

Key Responsibilities

  • Be the voice of the customer: Prioritize maximizing customer satisfaction, retention, and growth. Understand customers’ business objectives and align them with the organization’s offerings.

  • Act as a trusted advisor: Build and maintain trust-based relationships with valued customers. This includes proactive engagement, active listening, and empathy. Serve as a go-to resource for their inquiries, concerns, and strategic discussions related to Marketing and Sales practices.

  • Translate complex ideas into actionable steps: Articulate complex ideas clearly and tailor communication style to different audiences, from mid-level members up to C Suite.

  • Identify critical insights: Analyze customer data and metrics to identify trends, insights, and areas for improvement.

  • Demonstrate technical aptitude: Become a subject matter expert by learning the intricacies of the product. Effectively identify issues, troubleshoot, and offer customers solutions for resolution.

  • Ensure timely delivery of projects and milestones: Manage multiple customer accounts simultaneously, requiring strong organizational and project management skills to prioritize tasks, set deadlines, and manage customer expectations.

  • Partner with Sales, Marketing, and Product Development teams: Work closely with cross-functional teams across various time zones to align goals, share customer insights, and drive coordinated efforts to deliver customer success.

  • Participate in on-site customer visits: Occasionally meet with customers on-site to strengthen relationships, lead Executive Business Reviews (EBRs), deliver presentations, and facilitate strategic discussions.

Required Qualifications

  • 3+ years in a Customer Success or Account Management role, ideally in a B2B SaaS environment.
  • Experience with retention metrics, including planning and forecasting renewals and expansions 6+ months in advance, understanding their impact on key metrics, preparing pricing proposals and contracts, and tracking personal retention performance.
  • Proven experience supporting US-based customers.
  • Hands-on experience with BI tools (e.g., Looker, Tableau) and CRM platforms (e.g., Salesforce, HubSpot).

Skills

  • Strategic communication: Challenge customers, ask pertinent questions, or provide out-of-the-box solutions. Experience talking with C-Suite personas and clearly articulating value and ROI.

  • Customer insights and data fluency: Confident working with data to identify customer trends, measure performance, and turn client insights into actionable recommendations.

  • Creative thinking: Go beyond solving customer problems; see challenges as opportunities for customers’ growth and success. Utilize out-of-the-box thinking to address unique client issues and suggest process improvements.

  • Business acumen: Understanding the business landscape, industry trends, and competitive landscape to provide strategic guidance to customers. A good grasp of financial concepts and the ability to link customer success to business outcomes.

  • Strong technical skills: As a product expert, understand how customers can utilize the product to their fullest potential.

  • Time management: Effectively plan the day and set priorities amidst meetings, customer chats, team catch-ups, and various time zones.

  • Curiosity: A desire to always learn, stay updated, understand clients better, and make the job more interesting.

What’s in it for you?

  • Startup Environment. The organization has a flat organization without hierarchy in communication. Horizontal communication is encouraged, and everyone’s opinion is essential.
  • Working alongside a fast-growing team of professionals distributed among ten countries, setting the new global B2B advertising standard, already adopted by Fortune 500 companies.
  • Flexible working environment regarding schedule and location preference. No fixed working hours; choose where and when to work.
  • Progressive commission structure and performance bonuses.
  • Unlimited Vacation policy to ensure a healthy work-life balance.
  • Generous Parental Leave and other well-structured PTO policies.
  • Enjoy a well-rounded health package with comprehensive medical, dental, and vision coverage.

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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