Customer Success Manager

About Mashgin

At Mashgin, we have developed a successful and innovative point-of-sale experience that uses computer vision and AI to make checkout nearly instantaneous. Our mission is to eliminate checkout lines so people can get back to their lives.

Our kiosks are currently serving customers in thousands of locations around the world, from major sports stadiums to convenience stores, from college campuses to corporate cafeterias. We are a series B startup with 10 years of progress, and we’re already profitable. And we’re just getting started.

We value autonomy of work, a relentless obsession with customer experience (both our customers and their end-customers), and a culture of respect and fun.

Position Summary

We are currently seeking a customer centric, energetic and highly motivated individual to foster client relationships and deliver the Mashgin experience. This is a remote, intermediate-level position where you will be responsible for understanding the needs of our customers from various verticals & shoppers in partnership with our product, sales, marketing, operations, engineering & support teams. You’ll provide regular close customer communication and reporting related to their account. The success team owns all client training, ongoing site visits and capturing, plus analyzing data. As we scale, our ultimate goal is to support our customers as they transition from sales prospects to active users of our products and proactively look out for their business by suggesting new & alternate ways for them to succeed. We will implement strategies & processes that deliver consistent customer satisfaction.

You enjoy working in a fast-paced environment where you wear many hats. You apply a growth mindset to learning new technical and job skills. You bring strong organization, problem-solving, and communication skills along with a passion for working with customers. You’re comfortable being on the road with 50%-70% travel as a key part of your role.

• Developing customized success plans that both accelerate adoption and provide the customer with a path to achieve their desired outcomes with Mashgin
• Performing issue identification, communication & resolution
• Aggregating data, reviewing performance metrics & providing suggestions for improvement to each client and vertical
• Managing client relationships by visiting client sites
• Becoming an expert and educating customers on the use and benefits of our product 
• Performing regular site visits, identifying use case, opportunities, and support of Mashgin products
• Leveraging your Mashgin product expertise along with customer use case knowledge to proactively identify growth opportunities
• Regularly monitoring account health and adoption to find opportunities to help customers acquire maximum value from Mashgin to ensure issues are resolved proactively and customer goals are met
• Being the voice of the customer in team meetings, providing insights and feedback to product, engineering, sales, marketing & support
• Providing field reporting and collaborating closely with Sales on health checks

• Bachelor’s Degree or equivalent experience in Customer Success, Customer Support, Business Development or Account Management
• 3-5 years of experience in Customer Success, Consulting, Business Development, Sales or related field
• Proven experience building strong customer relationships and efficiently communicating internal and external voices
• Excellent written, verbal, presentation and phone communication skills with the ability to adapt conversations for both technical and non-technical audiences
• Strong organizational, time management and prioritization skills
• Ability to travel 50% to 70% of the time

• Successful candidates will be: innovative, persuasive, creative and have a genuine curiosity in their client’s business. 
• Self starter who works well autonomously, and is an awesome team player when working cross functionally

• An opportunity to work on a small, multidisciplinary team with the potential to break new ground in many different industries
• Excellent health, dental and vision insurance for you and your dependents
• 401k plan
• Flexible PTO policy
• Catered lunch in office with fully stocked snacks and beverages
• Pet insurance for your fur babies
• Voluntary life insurance plan
• Competitive salary and options in a small, rapidly scaling company

Mashgin is proud to be an equal opportunity employer. Individuals seeking employment at Mashgin are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.