Job details

Manager of Client Success

Smartrr is the Subscription platform built specifically for growing Shopify brands. With tailored subscription offering, integrated loyalty rewards, a beautifully branded subscriber account experience and proactively delivered data & insights, Smartrr helps brands build and leverage their brand loyalty into predictable, recurring revenue. We are looking for candidates that have a bias for action, take ownership of their work and results, thrive in an environment that moves fast, and are passionate about building in the ecommerce space. If that sounds like you, we’d love to talk!

We're looking to add an experienced Manager of Client Success who can help our team of CS professionals build meaningful advisory relationships with the entrepreneurs, founders and business operators who make up our client base. With a track record of outstanding support and deep product knowledge, our CS team is looking to evolve to the next level of maturity by bringing on a leader with experience transforming CS from a tactical to strategic function with a focus on becoming trusted advisors for our clients.

Responsibilities

Hire and develop a team of CS professionals with an emphasis on moving from reactive support to proactive consultation.
Lead the team of Client Success Associates in their mission to help our brands drive further customer engagement, improve retention and optimize for customer lifetime value.
Engage in proactive problem solving and conduct consultation calls with brands looking to build and optimize their recurring revenue and loyalty programs.
Organize and collect detailed client feedback for our Engineering and Product team to help inform our product roadmap and future feature offerings.
Proactively monitor customer accounts, identify potential issues or areas for improvement, and direct the efforts of your team of account managers to develop strategies to proactively address them.
Conduct regular account reviews to assess customer satisfaction, identify growth opportunities, drive product adoption and business value and ultimately to secure renewals and upsells.
Establish and refine necessary operational procedures, KPIs and training standards to ensure successful completion of individual, team and company goals.

Requirements

3-5 years of experience within a tech startup in a client-facing role and experience working with a technical/SaaS product (experience in B2B or in ecommerce is a plus!)
1-2 years of experience of people management and a demonstrated ability to coach and develop talent
Polished and articulate communicator who leads by example, is team-oriented and self-motivated
Entrepreneurial mindset with a “get it done” attitude; energized by opportunities to improve existing process and build new capabilities
Ability to multitask and handle multiple requests both as an individual contributor and as a delegator and team leader
Strong cross-functional engagement and ability to work with stakeholders across Sales, Marketing, Product and Engineering to achieve shared goals
High emotional intelligence and integrity

Benefits