Superside is expanding its Customer Success team and is looking for a Customer Success Manager to work closely with our top-tier brands and companies such as Meta, Amazon, Red Bull, Cisco & LVMH as well as SMBs.
At Superside, you will be helping our customers realize maximum value from our collaboration. You'll carry out this mission by making sure you engage with end-users and executives alike to ensure that our customers love, adapt and grow with Superside.
This role is different from a Customer Support role. It requires a proactive approach to our customers, understanding their strategy and future needs before any issues arise. Candidates who will succeed in this role have first and foremost experience with account management and a true customer-centric mindset.
What you'll be doing:
- Drive customer satisfaction, renewals and expansions for up to 30 of our customers
- Manage the post-sales relationship which includes onboarding, product training, user adoption, quarterly business reviews
- Manage, monitor and keep track of account health of all your accounts and act upon any proactively identify potential churn risks
- Collaborate closely with Superside creative project delivery team to ensure we provide the best customer experience possible
- Manage customer escalations to drive resolution internally with stakeholders
- Guide customers with proactive solutions to help them increase the value of their Superside subscription
- Drive continuous improvement sharing suggestions on ways to update internal processes and implement best practices, supporting customer success strategy as the function evolves
- Partner with other teams such as Operations, Marketing and Product to drive strategy alignment focused on mutually desired business objectives
What you'll need to succeed
- Bachelor Degree or higher in Creative, Communication, or similar/Bachelor in Business or Marketing
- 5+ years of related customer-facing experience and account management, preferably from a Creative/Ad Agency and/or SaaS environment
- Excellent English verbal and written communication skills, good at presenting ideas and discussing solutions in large groups
- Strong customer relationship building skills, with ability to manage expectations and build trust
- Experience engaging with end-users, evangelizing a solution and drive adoption across multiple stakeholder groups
- Bias for action, appreciation for data-driven processes, hard-working, proactive, customer-centric and execution-driven mindset
- Ability to collaborate with the full account team and other stakeholders
- Ability to quickly learn relevant design production/operations/process concepts and consult customers on these
- Be a natural problem-solver who can be effective with limited information
Our biggest challenge right now
- As we expand, we are looking to organize a team that allows agility and structure. We are still a fast growing company that requires us to be comfortable with change. Processes need to be tested and put in place, but not rigid enough that we can’t easily and quickly adapt. Our overall focus is on bringing value to customers but we are still defining our customer-centric culture. We need people that come with innovative ideas, give us input and are ready to impact our approach to customer success.
We’re on a mission to build the best creative service in the world. To create more equal opportunities globally, we believe creative is a good place to start. With that in mind, we’ve built a natively remote company enabling us to attract the best talent no matter where they are.
Need more convincing? Here’s a skimmable, non-exhaustive list of reasons to join us:
A global community of talented people working from more than 60 different countries
Flexible working hours and fully remote setup. We've been remote from day one. No weird office legacy
A high-pace, high-energy, and high-performance environment
Trusting, ego-free and truth-seeking team members
Pioneering the future of work with a fair, friendly and supportive community. We’re pretty proud of this one
A career path towards increased responsibility, mentorship and leadership. We grow, you grow
We are a global company with 450+ subscription customers worldwide and are experiencing strong revenue growth.
You will be exposed to all aspects of a business in startup mode and scaling quickly
We’re just the right size. Not a small startup and not a corporate entity either
See something you want to improve? Awesome. We’re a flexible and collaborative team that is always learning and growing