Customer Success Manager, AMER

TL;DR

Customer Success Manager (AMER): Build strong relationships to drive product adoption and turn customer insights into actionable feedback for Sales, Marketing, and Product teams with an accent on connecting marketing goals with API-driven product. Focus on troubleshooting technical issues, designing scalable success processes, and driving retention and growth through upsell and renewals.

Location: Remote role, must be located within commuting distance of New York or Boston hubs

Salary: $125,000 OTE

Company

SaaS provider of API-driven promotion and loyalty solutions.

What you will do

• Build relationships with customers to understand goals and pains, drive adoption, and provide actionable insights
• Connect customers’ marketing objectives with technical product configurations and explain complex setups
• Collaborate with integration engineers and developers to troubleshoot issues
• Communicate effectively across roles, levels, and cultures
• Document customer information, build training resources, and reduce support tickets
• Drive retention, growth, upsell, and renewals for a book of 15-20 accounts

Requirements

• Exceptional communication skills in spoken and written English
• Passion for tech and experience with SaaS products and APIs
• Experience in Customer Success, Account Management, or client-facing roles
• Experience with diverse stakeholders: Marketing, Developers, Sales, Executives
• Empathetic, positive attitude and flexibility in uncertain environments
• Ability to manage a book of 15-20 accounts

Nice to have

• Experience in loyalty and promotion industry or relevant marketing

Culture & Benefits

• Learning budget and LinkedIn Learning
• Competitive salaries and 401(k) with match
• Medical, dental, life insurance, and mental health support
• Flexible PTO
• International, collaborative culture with high flexibility and family-friendly environment