Customer Success Manager (CSM)

About the Customer Success Manager role: 

The soona Customer Success Manager (CSM) drives customer success with soona’s existing customers. They will drive customer success within their own book of business and serve as their dedicated point of contact. Additionally, they drive success in partnership with Key Accounts Managers books of business to ensure a successful client experience that results in retention. A successful CSM is an expert communicator and drives a successful and proactive outreach process.

Success in this role is achieved through retention leading to renewals and expansion of accounts in partnership with Account Executives. This role reports to the Assistant Director of CS. 

soona is currently supporting a remote work environment for this role; however, we are currently looking to hire in these states only: California, Colorado, Connecticut, Illinois, Massachusetts, Minnesota, New York, Pennsylvania, South Carolina, Texas and South Dakota with requirements to be able to work in MST or CST time zones. For flex hybrid work environments, we also have office/studio spaces in Austin, Denver or Minneapolis, if that’s your thing.

About soona:

As a creative technology company, our mission is to make the internet a more beautiful place. today, we do that by providing e-commerce brands with the solutions they need to create with confidence. With soona, brands can make, manage and measure their creative for whatever they sell and wherever they sell.

Our hiring philosophy:

At soona, we look for representation across all intersectionalities of identities, specifically within underrepresented groups. It is these differences that push us towards innovation, curiosity, and success in our business. We believe in providing equal employment opportunities without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by laws or regulations in the locations we operate.

This means that timelines of processes may be impacted, depending on our applicant pools.

Requirements

An ideal candidate can: 

• Ensure customer success within their book of business & in partnership with Key Account Managers
• Show month over month improvements to soona’s core KPIs
• Spend the majority of time communicating with clients via email and video calls
• Grow long-lasting relationships with clients to drive redemption and renewal
• Proficiently use a CRM to track pipeline, performance, client behavior and opportunities 
• Collaborate with accounts team on solutions to address areas of opportunity
• Work closely with fellow departments to drive the best possible client experience, identify blockers and gaps within the team and develop plans for solving them
• Provide consistent strategic insights on the client experience and business performance to help soona grow and optimize our business while delighting customers 
• Collaborate with the accounts team to drive usage with outreach and ideas to support the client’s business

Has experience in:

• 2+ years experience in customer success
• Exceptional communication and collaboration skills, both verbal and written
• Quantitative and qualitative analysis to draw insights to make meaningful decisions
• Capable of managing multiple tasks simultaneously through successful prioritization
• Thrives in a fast-pace, ever-changing startup environment
• Proficient with G Suite and spreadsheet data dives
• Has experience and excels in both phone, video, and email outreach
• Photo and video production experience a plus 
• Access to a reliable internet connection
• B.A. preferred

Benefits

We can offer:

• Hourly rate: $28-30/hr - Up to 40 hrs/week (this role is considered hourly, non-exempt and eligible for overtime)
• Benefits & perks, flexible PTO, intentional culture