Customer Success Manager

MadridBlues, the parent company of several e-commerce & SaaS platforms, is looking for a dynamic teammate to join us in an environment where the demands and directions of work are constantly changing. We are a fully distributed team from over 10+ countries. Job Description Build and set up processes for customer success using industry best practices for SaaS. Be the face of our team, building great customer relationships, and managing incoming calls, emails, and instant messaging inquiries. Empathize and resolve technical, billing, or general support queries with a smile. Proactively engage newly onboarded customers by ensuring they’re making the most out of our features. Notice trends among customer issues and communicate those to the Engineering & Product team. Help brainstorm and problem-solve ways to improve customer experience and implement those initiatives. Take ownership of accounts and manage their onboarding, success, retention, and renewal processes. Consult regularly with clients to fully understand their needs and actively solve pain points. Respond quickly to customer-submitted questions and requests. Maintain portfolio and monitor analytics, reports and KPIs. Solicit references, referrals, and testimonials from customers. Collaborate with product, marketing, and sales teams to communicate customer needs to design ideal offerings/features. Manage customer renewal process and identify upsell opportunities. Qualifications You love multi-tasking and thrive in fast-paced environments where each day is different and you are constantly learning. Previous experience in customer success is a big bonus, especially in a SaaS startup. A proven track record of successfully building rapport and relationships with all levels. Excellent writer and communicator. Internet savvy with a strong interest in startups. At least a year of experience in sales or customer success in a software company. Strong knowledge of online software (SaaS) products and services. Account management, project management and problem-solving skills. Passion for building relationships with people. High level of organization and great attention to detail. Strong presentation skills via phone, online, and in person. Ability to learn new concepts quickly. Data-driven with an appreciation of organization and process. Additional Information Experience with Inside sales and account management is a plus. This remote position requires about 2 to 4 hours a day. You are expected to work by taking complete ownership. #J-18808-Ljbffr