Customer Success Manager

About Us:

We’re Helium 10, the leading Software company for Amazon sellers. We move fast, really fast, so we need someone who can keep up. We’re experts at our craft (and if not, we become experts, fast!) and we hold each other to a high standard. Why? We’re shaping the future for Amazon sellers and our customers deserve the best. We make tough decisions, own up to mistakes, and above all, we find solutions to problems.

About the role:

We are seeking a talented and motivated Customer Success Manager to join our growing team. The Customer Success Manager will be responsible for building and maintaining strong relationships with our clients, ensuring their satisfaction and success with our products or services.

 Responsibilities:

• Provide assigned SMB/MM customers with expert guidance at every stage of their journey, from onboarding to expansion and beyond, fostering long-term relationships and fueling their success. 
• Serve as a trusted liaison between customers and our internal teams, advocating for their needs and ensuring their concerns are addressed promptly and effectively, thus strengthening customer loyalty. 
• Introduce new products and services to our valued customers, showcasing their potential value and helping them explore opportunities for further growth and optimization within their businesses. 
• Keep a vigilant eye on our customer health dashboard, meticulously tracking key metrics such as adoption rates, expansion opportunities, and potential advocates for marketing initiatives, while also identifying and mitigating churn risks. 
• Act as the voice of our customers within our organization, effectively communicating their needs, pain points, and feedback to our internal teams, driving continuous improvements in product quality and user experience. 
• Collaborate cross-functionally with sales, support, and product teams to ensure a seamless experience for our clients. 
• Advocate for the needs of our clients internally, providing feedback and insights to help shape our products and services. 
• Identify opportunities for upselling or expanding our offerings to existing clients. 

Skills & Qualifications:

• 2 years of experience in Customer Success or Account Management at a high-growth SaaS technology company 
• Strong understanding of e-commerce businesses and their potential challenges & priorities 
• Familiarity with the retail media ecosystem, e-commerce, or paid search ecosystems is preferred 
• Capable of distilling customer behavior data and insights from eCommerce industry trends to formulate actionable recommendations. 
• Bachelor's degree in business, marketing, or a related field. 
• Experience developing and presenting trainings and business reviews is preferred 
• Ability to learn and communicate complex business concepts quickly 
• Skilled in leveraging CS tooling and CRM systems to manage your book of business, track customers' implementation lifecycles, and ensure seamless management and optimization of customer experiences. 
• Strong communication and interpersonal skills, with the ability to build rapport and trust with clients. 
• Excellent problem-solving and analytical skills, with a keen attention to detail. 
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.  

Benefits:

• Unlimited Paid Time Off 
• Paid Holidays and Floating Holidays
• Medical, Dental, Vision, FSA/HSA, Life Insurance and Pet Insurance
• 401k with Employer Match
• Take up to 2 Days of Paid Time Off to Volunteer with a 501c Organization
• Paid Parental Leave