What are the responsibilities and job description for the Customer Success Manager position at Shogun?
Location
For this position, we are looking for candidates located in North America.
What You'll Do
As a Customer Success Manager, you will work closely with our clients to help them achieve their business goals. Working with your teammates, you will engage with customers at different points in their lifecycle to assist with activation, adoption, renewal, and expansion. You will be a product and customer specialist, demonstrating an understanding of customer use case and journey, allowing you to provide recommended paths forward for the client. You will understand potential obstacles and opportunities for clients and partner with different teams to deliver guidance during various customer milestones and to identify opportunities for engagement.
In this role, you will interact with different client profiles and work closely with internal Shogun teams, providing insights from your interactions to amplify the customer's voice and help inform product development, content development, enablement needs, and program development. Your experience will help deliver thoughtful and impactful customer experiences and inform programmatic customer engagement approaches that can be delivered at scale.
What You'll Bring
Need to have
- 3 years in customer success, account management, or customer relationship management type role with a preference for prior SaaS or ecommerce experience
- Strong customer focused approach and desire to learn technical elements, in order to best understand customer use cases and conduct success planning, and provide recommendations and mitigation paths when a client faces obstacles
- Time and work management skills to prioritize customer engagements and to identify growth opportunities
- Ability to build collaborative relationships internally across sales, product, support, and marketing in order to enhance the customer experience
Nice to have
- Ability to uplevel and communicate customer findings to the broader internal teams in order to influence development
- Experience with a diverse book of business and with a growing CSM program
- The ability to be a self-starter and to identify opportunities and offer solutions