The Customer Success Manager II is a remote, mid-level position responsible for building, maintaining, and growing customer relationships by being their website performance specialist.
Requirements
- Manage customer accounts across multiple OEMs
- Provide monthly product review (MPR) reporting and optimization recommendations to improve all aspects of the customers’ websites
- Work with customers to analyze and review their digital performance in detail
- Complete website edits, and troubleshoot various issues or concerns to ensure that response and resolution service levels are met
- Ensure strategy and customer’s KPIs (key performance indicators) are communicated, understood, and implemented by cross-functional teams
- Understand the customers’ business goals to anticipate future needs
- Prioritize, triage, and communicate resolution on escalated customer issues and requests
- Manage multiple accounts simultaneously, tracking the status of each project, and updating all stakeholders
- Assist business leads in driving customer retention and identifying business growth opportunities
- Work alongside support roles to assist with case management and ensure that response and resolution service agreement levels are met
- Complete various tasks assigned by leadership such as OEM project asks
- Assist in updating and creating knowledge base articles for the team on a consistent basis
Benefits
- Medical, dental and vision insurance
- Company matched 401K plan
- Flexible PTO + Sick Leave
- 6 weeks paid Parental Leave
- 8 Paid National Holidays
- Company-paid basic Life Insurance
- Voluntary supplemental Life Insurance
- Voluntary long-term/short-term disability insurance
- Voluntary Pet Insurance
- Optional Healthcare/Dependent Care FSA Account
Originally posted on Himalayas
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