Customer Success Manager

GrowthAssistant is seeking another Customer Success Champion, where you'll be the superhero our clients didn't know they needed!

In this dynamic role, you'll swoop in to tackle inquiries, ensure smooth onboarding, and gather feedback like a pro, all while keeping a keen eye on expansion opportunities.


Benefits:

• 100% Work From Home
• Attendance, Performance, and Referral Bonuses
• Paid Holidays and Time Offs
• Health Insurance 
• Continuous Learning and Development 
• Bi-weekly salary payout
• Work-Life Balance

Compensation range:

• 75,000-90,000 monthly depending on skill set and experience

 

What You’ll Do:

• Customer Advocate Extraordinaire: Become the voice of our customers! You'll respond to inquiries and manage escalations with finesse, diving deep to uncover root causes and activate tailored solutions. Your proactive approach will ensure customers maximize their GrowthAssistant experience, driving their success and helping them achieve their business goals.
• Onboarding Wizard: Set the stage for success! You'll craft innovative templates and tools, leveraging our portal capabilities to create a seamless onboarding experience that empowers customers right from the start.
• Feedback Maestro: You’ll be at the forefront of customer relations, actively seeking feedback to fuel our growth. By running regular NPS surveys and capturing insights, you'll help us refine our offerings and elevate the customer experience.
• Process Perfectionist: Transform chaos into clarity! You'll develop SOPs, playbooks, and templates that streamline operations within your department. Your keen eye for detail will enable you to provide daily and weekly reports on issues, project updates, and emerging opportunities.
• Growth Catalyst: Understand your customers’ unique business needs and identify opportunities for expansion. You'll facilitate meaningful conversations that encourage them to grow their GrowthAssistant team, ensuring they continue to thrive.
• Analytical Problem Solver: Numbers are your allies! You’ll leverage data to make informed decisions and proposals, using your analytical mindset to tackle challenges head-on and drive impactful solutions.

What You’ll Bring:

• Proactive Communicator: You have a knack for spotting potential issues before they arise, thanks to your strong connection with our GrowthAssistants and client feedback loops. Your exceptional verbal and written communication skills make you a trusted advisor.
• Active Listener: You know when to listen intently and when to ask the right questions, using your intuition to gauge underlying issues effectively.
• Problem-Solving Enthusiast: Challenges energize you! You thrive in fast-paced environments, tackling problems with enthusiasm and rolling up your sleeves to find solutions. You’re adept at juggling competing priorities and managing multiple time-sensitive projects.
• Customer-Centric Mindset: You’re always asking, “How can we add value to our customers?” Your dedication to enhancing their experience is unwavering.
• Comfortable with Tough Conversations: You excel in navigating challenging discussions, confidently engaging with executives and guiding them through critical decisions while managing expectations.
• Ambiguity is Your Playground: You flourish in unstructured environments, motivated to create order and operationalize processes without losing momentum.
• Tech-Savvy: You’re experienced with a modern tech stack, including Slack, HubSpot, ATS, GSuite, Calendly, LinkedIn, and more.

 

Core Tasks:

• Own a dedicated book of business, guiding clients through every aspect of their subscription—from onboarding to quarterly feedback, expansions, and cancellations.
• Triage and manage client tickets efficiently, ensuring timely responses and resolutions.
• Prepare insightful weekly/monthly reports for both internal teams and clients.
• Conduct engaging SMB Quarterly Business Reviews (QBRs) and kick-off calls for new subscriptions.
• Respond to client emails daily, maintaining open lines of communication.
• Manage subscription replacement and cancellation requests through our CRM and ClickUp.
• Prepare meeting dossiers and handle post-meeting tasks, ensuring smooth communication with other departments.
• Collaborate with the Growth Team to coordinate any expansion requests.
• Distribute and act on quarterly and annual surveys to gather valuable GA feedback.
• Create SOPs and playbooks as needed to enhance operational efficiency.
• Support Account Managers and Account Executives with ad hoc tasks.
• Coordinate cross-functionally with other teams to ensure client and Growth Assistant success.

Requirements:

• 2+ years in a client-facing role, showcasing your ability to build and maintain relationships.
• Basic proficiency in Google Sheets to analyze data and track progress.
• 2+ years of experience with a major CRM (HubSpot, Salesforce, etc.) to manage client interactions effectively.
• Proficiency in any project management tool (ClickUp, Asana, Notion) to keep projects on track.
• Experience supporting U.S.-based clients and brands, with a focus on delivering exceptional service.
• Exposure to industries such as staffing, talent, outsourcing (preferred), or marketing.

Preferred but not a requirement:
 

• Start-up experience that demonstrates your adaptability and entrepreneurial spirit.
• A passion for building out processes that enhance efficiency and effectiveness.
• A proven track record in sales or expansion, showcasing your ability to drive growth.

With your superhuman communication skills and knack for problem-solving, you'll turn challenges into triumphs and create streamlined processes that make everyone’s life easier. If you're ready to unleash your passion for exceptional service and make a real impact in a fast-paced environment, we want to hear from you!