Customer Success Manager for SaaS & Marketing Agency

IMPORTANT
If you do not have experience working in a web/digital marketing agency, excellent English (written & spoken), or excellent customer service/success skills, this is not for you. Any responses without following the application steps will NOT be considered.

WHO ARE WE:
We are an award-winning web development agency and software startup (SaaS), based in the United States and India,
We are looking for new talent to join our all-star team, where talented people (like you) come to do the best work.
If you want to use your skills and passion to build innovative technology and impact thousands worldwide, keep reading…

TOP BENEFITS OF WORKING WITH US
We believe that your success is ours. Here are some reasons why our team enjoys working with us:
#1 Competitive salary, annual raises, and bonuses (holiday & performance)
#2 Paid holiday & sick time
#3 Awesome team — Work with the best at what they do.
#4 Professional Development —We invest in world-class learning resources & training.
#5 Financial stability —We have been in business for over a decade. Get paid on time. ---------- ERESTED?
If you think we’d be a great fit for you, then keep reading to see if you’d be a great fit for us.

JOB DESCRIPTION
We are hiring a Customer Success Manager to partner with SaaS customers to drive adoption, manage business processes, and grow our business. This role is a balance of individual work within a highly collaborative team. You will work directly with our customers(freelancers & web agencies) to support their requests, maintain and grow existing relationships and identify expansion opportunities to achieve growth.

We’re a SaaS company that generates audits to help agencies close more deals. We’re a team united by our shared values of making.

You can learn more about our company, product offering, and cus.tomer stories at ----------

This role at My Web Audit will amplify your ---------- om taking on new challenges to following the lead of incredible mentors, we promise you will grow, learn, and make a difference.

If you’re a person who is driven by customer happiness and success, then this role is made for you.

YOU"RE GOOD AT:
=> Analyzing inbound feedback from your emails, support tickets, and sales calls
=> You will also do outreach to collect & analyze outbound feedback, mostly through interviews with users
=> You will work closely with the designer & developers to define the solutions we need
=> You will participate in the refinement of the product strategy
=> Collaborating with others to drive best practices
=> Working directly with customers to achieve success
=> Communicating with fellow tea ---------- mbers
=> Attention to detail
=> Self-starter — Proactive in identifying issues and presenting solutions


Extra awesome
=> You love inspiring others with enthusiasm
=> You have a never say never attitude
=> You have experience working at a SaaS company

JOB DUTIES

As Customer Success Manager, you’ll be responsible for:

Onboarding new customers, creating training documents and videos, and jumping on calls to show them how to use My Web Audit effectively.
=> Maintaining our knowledge base: ----------
=> Narrating and recording how-to videos with narration.
=> Jumping on zoom customer calls to show them how to use our software effectively.
=> Advise our customers on improving their performance and increasing their return on investment.
=> Clearly communicating the benefits of new product features and ensuring customers promptly adopt them.
=> Quickly identify gaps in our product that impact the success of our customers.
=> Working closely with our product and engineering teams to ensure issues are resolved.
=> Providing support daily between 9 am MST - 5 MST
=> Identifying opportunities for onboarding efficiency, account expansion, and revenue creation within our customer base.
=> Advise our customers on improving their performance and increasing their return on investment.
=> Communicating the benefits of new product features and ensuring customers promptly adopt them.
=> Quickly identify gaps in our product that impact the success of our customers.
=> Working closely with our product and engineering teams to ensure issues are resolved.
=> Proactively talk with customers to ensure they get the most value out of your service.
=> Developing and nurturing customers into advocates increases brand awareness and builds a sense of community.
=> Analyzing data and results to guide product and customer success improvements.
=> Supporting leadership on webinars with groups of customers to assist with onboarding and product marketing.
=> Identifying opportunities for customer training in a proactive way.


REQUIRED SKILLS/ABILITIES
The following experience is relevant to us:

At least two years of professional experience in web design/SEO. This is important because we serve freelancers and web agencies.
=> Two years or more of professional experience in Customer Success or Customer Service.
=> Experience in building and maintaining strong relationships with customers.
=> Experience in expanding revenue and mitigating customer churn.
=> Experience working closely with other functions like Marketing, Sales, and Product.
=> Excellent communication skills, a great listener.
=> Experience working with customer communication tools like Intercom, and ---------- , etc
=> Simple Values That Guide Us:
=> Committed to customer success
=> Committed to being a team player
=> Committed to delivering high-quality work
=> Committed to personal and professional growth

HOW WE HIRE
Ready for your next big career move?
You’ll go through our recruiting process in the following order.

#1 Application Review: This is an opportunity to show us how your background fits in with what we’re looking for in our new hire. You’ll provide a resume to showcase what you’ve done elsewhere. Please note: a 1-2 minute video is required for consideration. Any submissions without a ---------- , Vidyard or some other type of video will not be considered for the next step.

#2 15-20 Minute Initial Call: You’ll have a short call to discuss a high-level overview of your experience and if you’ll be a good match to join the team. We’ll cover expectations, what you’ll need to succeed, and what working on the team might look like.

#3 Strengths Tests: You’ll then be sent a test to complete, which should only take 1 ---------- eting With Us: 30-Minute video call or in-person meeting at our office in Indore. At this step, you’ll have a conversation with our business director to get to know each other and discuss the ideal test project as the next step.

#4 Test Project: This is your (paid) opportunity to work with us as if you’re already a tea ---------- ---------- ’s just as important for us to see what it's like to work with you as it is for you to see what it's like to work with us! Give the test project your best shot, and if things go well, we’ll make you an offer.

#5 Offer: You’ve completed a test project, and we enjoy working together. At this point, you’ll receive an official offer from our team that, if you accept, will be the start of a rewarding and exciting experience.