Customer Success Manager

About VSCO At VSCO, our mission is to nurture creativity so you can make it. We are a leading photo and video editor with a library of 200+ premium quality presets and tools, an easy-to-use video editor, and a curated collection of photography of all genres, styles and aesthetics from our global community of talented creators. We are looking for humble overachievers and self-starters who are... naturally curious, highly organized, and thrive in a fast-paced, ever-changing environment. We foster a culture of collaboration, inclusion, ambition, and progress. About you VSCO is looking for an experienced Customer Success Manager to support our fast-growing, thriving community of photographers. You will be responsible for managing a team of support agents, ensuring the quality of our communication, as well as responding to customers in a timely, professional, and friendly manner. You will also work closely with our Product, QA, and Engineering teams to proactively share what you’re hearing from our community and recommend solutions. You are the champion of customer feedback and their success in being a part of the VSCO community! As a Customer Success Manager, you will be the primary advocate for our customers, ensuring they receive exceptional support and guidance throughout their journey with our products. You are a natural problem solver and get energy from finding an opportunity to improve customer experiences with our platform. You understand the importance of tone, empathy, and tact. You have impeccable judgment in sensitive situations, are able to document and communicate effectively, and strive to put your best foot forward at all times. You care deeply about VSCO, our community, and want to be a part of supporting our growing platform. The day-to-day Customer Engagement: Proactively engage with and respond to customers across multiple channels to understand their needs, resolve issues, and drive product adoption using a support platform like Zendesk, Intercom, Salesforce paired with the App Store, Google Play Store, Sprout Social, and more. Support Management: Manage a team of support agents, provide feedback, and support the prioritization of customer support requests and inquiries. Participate in a rotational on-call schedule that may include responding to customer facing issues during off hours. Relationship Building: Cultivate strong relationships with key customers, providing personalized assistance and guidance. Feedback Collection: Gather customer feedback and insights to help shape the product roadmap and enhance user experience. Onboarding, Training, and Education: Develop and implement onboarding programs and training materials to educate customers on product features and best practices. Ensure that customers can locate any needed information in educational support articles and FAQs. Customer Success Metrics: Define and monitor customer success metrics, such as adoption rates, satisfaction scores, and retention rates to develop internal reporting systems. Cross-functional Collaboration: Collaborate with product management, engineering, and marketing teams to proactively identify patterns and large scale issues, and help develop impactful solutions to address those issues for our creative community. Qualifications • 4+ years of experience managing a customer success function and/or customer support roles within the SaaS industry • Strong interpersonal and communication skills with the ability to empathize and build rapport with diverse customer profiles • Strong sense of monitoring and reporting on trends, using data as a guide • Strong attention to detail • Highly self-motivated with ability to work independently as well as thrive in a team environment with a strong sense of accountability and initiative • Experience with CRM software (e.g., Salesforce, Zendesk) and proficiency in data analysis. • Most importantly, you have a growth mindset, embrace change, and practice with kindness, humility, compassion, integrity, and levity Nice to haves • Experience working with support agents / contractors • Experience with subscription models / exposure to the nuances of app-based subscriptions • Experience with a creative customer profile Job Perks • A virtual first workplace with bi-annual company-wide travel events to connect and play • Competitive Salary & Equity • Healthcare insurance, vision, dental insurance for employees and families • Flexible Time Off • Company-paid parental, medical and caregiver leave Why VSCO? We value the creative process and our employees’ opinions — input is encouraged, regardless of your position or title. We want to work with people who are driven and demonstrate initiative in taking our mission to the next level. We believe in building a safe place for creative expression and celebrating that which makes us human, welcoming unique and personal backgrounds and experiences. We’re proud to foster diverse perspectives within VSCO as we continue to build an inclusive culture. Compensation The base salary for this position may vary based on several factors, including the approved job level. The base salary range for this role is $110,000 - 120,000. Salary is one component of our total compensation package. This position also qualifies for equity (i.e. stock options) and is eligible for discretionary bonuses based on performance. The benefits available for this position include flexible time off, a 401K retirement plan, insurance (medical, dental, vision, life/AD&D, short and long term disability), and 11 paid holidays. We also provide paid sick time as required by state and local law. Additional benefits and perks contained in our standard employee benefits package are also offered for this position. Please note: The application window for this role will be open until at least 5/20/24. This opportunity will remain online based on business needs which may be before or after the specified date