Customer Success Manager

Customer Success Manager

Our client is a fast-paced, small, global startup specializing in a smart photo marketing platform for businesses and brands. Our kiosks allow users to take fun, branded photos that they can immediately share on social media, effectively turning customers into brand advocates. We operate with a fully remote team across multiple time zones and are dedicated to providing high-touch, effective service to our clients.

About the Role

We are seeking a proactive and highly effective Customer Success Manager to join our small team. This is a crucial client-facing role responsible for ensuring maximum client satisfaction, account optimization, and retention. You will be reporting directly to the company owner and working closely with the Head of Sales.

The ideal candidate must be a multitasker and creative thinker who can prioritize tasks efficiently in a fast-paced startup environment. You must have a polished, professional demeanor and the ability to maintain excellent client relationships.

This is a dynamic role for someone who thrives in a startup environment, is comfortable working autonomously, gets things done and is willing to take on varied responsibilities. You will be a key player in ensuring our clients have a seamless and productive journey, from onboarding to daily engagement.

Key Responsibilities

Customer Success & Client Management

Client Onboarding : Proactively manage the successful onboarding of new clients, often hopping on Zoom calls to walk them through the platform setup and initial optimization.

Account Management & Optimization : Serve as the primary point of contact for a portfolio of clients, ensuring their accounts are optimized for maximum return and effectively leveraging our platform.

Proactive Engagement : Consistently reach out to clients to check in, address potential issues, and offer strategic suggestions (e.g., campaign ideas) to help them better utilize the platform.

Retention & Advocacy : Maintain strong client relationships with the goal of increasing retention and confidently asking for referrals or testimonials.

Priority Management : Effectively multitask and prioritize client needs and issues, ensuring that all communication is handled quickly and efficiently.

Administrative Support : Manage communications using Slack (internal team), CRM and Google Suite (email, documents).

Required Skills & Experience

Exceptional, professional verbal English communication skills.

Prior experience in a Customer Success or high-touch Account Management role is required, at least 2 years as customer success manager or similar role.

Proficient with Zoom, Google Suite, and standard office software.

Working knowledge of CRM platforms (e.g., GoHighLevel, HubSpot, Salesforce) and project management tools, with comfort and agility in learning new software quickly.

Must demonstrate strong capabilities in multitasking, prioritization, and creative problem-solving.