Customer Success Manager

Highlights

• MemberSpace is a SaaS that adds a membership paywall to any part of an existing website.
• We are a bootstrapped and profitable company.
• Our team is 100% remote.
• Looking for a full time Customer Success Manager (CSM) who mostly overlaps with our core working hours of 10am to 6pm ET.
• You must be able to write and speak very clearly in English.
• This role requires moderate experience (3+ years).
• Competitive salary with future bonus/raise opportunities.

The Role

As our first Customer Success Manager, you will be the bridge between our customers and our product. Initially you will work with the co-founders to help build internal processes and systems for our internal CSM functions. Eventually you’ll be responsible for driving long-term customer satisfaction and retention. This role will involve working closely with both customers and internal teams, providing feedback, and ensuring the smooth delivery of our solutions.

Key Responsibilities

• Develop Internal Systems: After learning how our business functions, work with the co-founders to develop a customer health score, daily processes, and KPIs that future CSMs can integrate into.
• Relationship Building: Develop and maintain strong relationships with star customers, acting as the primary point of contact.
• Customer Retention: Monitor customer health metrics, provide assistance, and identify opportunities to improve customer retention and satisfaction.
• MRR Retention: Proactively grow contract value with higher tier plans, ensuring that customers are engaged and see continued value in our product.
• Total Revenue Retention: Proactively grow overall revenue from customers (MRR + transaction fees), ensuring that customers see the long term value for their business.
• Customer Training: Provide as needed product training and education to ensure customers fully understand and use our solution effectively.
• Customer Feedback: Act as the voice of the customer internally by providing feedback to our product and development teams to help improve the product offering.
• Problem Solving: Work with customers to resolve issues, ensuring a high level of customer satisfaction.
• Reporting: Track and report on customer success metrics and KPIs to measure success and identify areas for improvement.

What We’re Looking For

• 3+ years of experience in customer success, account management, or a related role in a SaaS or software company.
• Proven track record of building strong customer relationships and driving customer satisfaction.
• Strong problem-solving skills and the ability to think strategically about customer needs and solutions.
• Excellent communication skills: verbal, written, and face to face Zoom calls.
• Ability to work independently, manage multiple clients, and prioritize tasks effectively.
• Experience using customer success tools and CRM systems
• A passion for helping customers succeed and a proactive, positive attitude.

Key Benefits

• Salary for this role is $90,000 USD
• 20 PTO days plus 13 federal holidays
• Costs covered for continued learning opportunities, software, and equipment you may need to do your job
• We pride ourselves on being a low-stress and calm company with very few meetings
• Up to 100% premium coverage for medical, 100% coverage for dental and vision
• 4% matching 401(k)