Customer Success Manager – SMB

Role Overview

As a Customer Success Manager, you will lead Shopmonkey’s customer expansion initiatives, building relationships with customers, mitigating churn, and driving adoption and engagement with key value-add products and features.

What You Will Do

You will learn about the Shopmonkey product suite, empathize with customers, identify areas of the software that customers are engaging in, and work cross-functionally with Sales, Support, Product, and Implementation teams to ensure a clean handoff and exceptional customer experience.

Why It Might Be a Fit

We are looking for people who have a clear, professional, friendly, and informative communication style, a deep sense of empathy, and experience in customer-facing roles. You should enjoy creative problem-solving, be resourceful, and thrive in a dynamic and collaborative startup environment.

Requirements

• Clear, professional, friendly, and informative communication style
• Deep sense of empathy and experience in customer-facing roles
• Creative problem-solving and resourcefulness
• Passion for SaaS B2B and life-long learning
• Ability to adapt quickly to changing priorities and evolving customer needs
• Related education background (Bachelor’s degree preferred)
• Experience using tools such as Salesforce, Intercom, Totango, Pendo
• Experience managing customers at various life cycle stages
• Experience supporting SAAS products
• Experience being a ‘product expert’ and guiding customers on best practices

Benefits

• Health & Wellness: Medical, dental, vision, and life insurance benefits
• Short term and long term disability
• Employee assistance program
• Reimbursement for a personal health and wellness membership
• Generous parental leave
• 401(k) available upon hire
• 11 paid holidays
• Flexible time off
• Matching donations for approved charitable organizations
• Group volunteer efforts

Tagged as: Salesforce