As a Customer Success Manager (CSM) at Triple Whale, you will be responsible for supporting our eCommerce stores and/or our agency clients who directly manage these relationships. You’ll be joining an expanding global team of talented CSMs who are passionate about guiding clients to success. This will be our first London-based CSM role as we continue to grow in the UK. While the position is remote, we require candidates to be based in London, with the possibility that the role may transition to hybrid or in-office as the team continues to expand.
Responsibilities
As a CSM at Triple Whale, you will take ownership of relationships with our Enterprise clients and lead their program strategy in a consultative and data-driven fashion. Your core responsibility will be working with customers as a trusted consultant and to own customer relationships completely - advising on marketing strategy, best practices and feature functionality. In addition, you will:
* Closely collaborate with Sales, Solutions Architects, and Support to provide maximum value for your clients, while retaining and growing revenue for Triple Whale.
* Revenue and renewal forecasting
* Understand customers’ goals, and implementing tailored success plans
* Drive executive level relationships, and identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals.
* Gain the confidence of and cement relationships with clients throughout the entire lifecycle of the account including: Goal-setting, value delivery, account growth, new product adoption, and renewals
* Work independently to deliver a “consultant” perspective in all client interactions - creating customized success plans based on customers goals and challenges
* Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices
* Lead and present at client meetings, both in-person and over video conference
* Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
* Lead discussions with clients to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements
* Contribute to the continued development and improvement of the Triple Whale Customer experience
Qualifications
* Previous experience servicing customers in the ecomm space is a MUST, highly preferred from a SaaS environment
* Ability to thrive in a dynamic, fast paced startup environment
* Superb written and verbal communication skills
* Quick learner
* Flexible, embraces change and new responsibilities
* Excellent computer skills and tech savvy
* Service-oriented, passionate about providing top notch service to our clients
* Detail-oriented, capable of handling multiple responsibilities at once
* Positive attitude, empathy, and high energy
* Loves working on a team
Applications without a cover letter will not be considered
