Customer Success Manager

Pugpig•New York, NY

About The Position

Are you a customer-obsessed individual looking for your next exciting role in a scaling company? Would you like to work with some of the world's leading media brands as their trusted advisor on all things digital publishing? As a Customer Success Manager at Pugpig, you’ll work with customers throughout their product journey, from setting goals and onboarding, to conducting regular business reviews and delivering product updates. You’ll be the go-to person to set and deliver on our customers’ digital publishing strategy, and be responsible for our customers' success when using our product. This is a particularly important role as we build on our exceptional momentum in the US market and continue to scale our growth.

Requirements

Customer-centric - you love speaking to customers, building relationships, listening and understanding customers’ problems
Excellent verbal and written communication skills
Analytical, organised, and solution-oriented
Helpful, positive attitude and commitment to find an alternative if what a customer first asks for isn’t possible
Great at problem solving and overcoming challenges creatively
Enjoy collaborating and working within a team to attain goals
A desire to learn continuously, pick up new skills and get to know new technologies
Adept at managing multiple competing priorities in a fast-moving environment
Comfortable taking ownership, making decisions, and being accountable for outcomes.

Nice To Haves

You’ll become an expert in our products and services, understanding how they can solve our customers’ problems. You’re certainly tech savvy, with a genuine interest in software development and products. If you have experience or an interest in publishing, all the better.

Responsibilities

Demonstrate best-in-class Customer Success principles and operational effectiveness
Be responsible for key customer retention and growth targets, and work alongside our Customer Support and Product teams to consistently improve customer satisfaction targets
Be your customers’ core day-to-day contact for all things Pugpig
Play a key role in delivering an exceptional onboarding experience for new customers, on time and within budget
Work with customers to set goals for their Pugpig app and carry out regular business reviews after launch to ensure we are doing everything we can to contribute to their success
Take a data-driven approach, helping customers understand how their apps perform against industry benchmarks and ensuring success is clearly measured
Effectively manage projects with multiple stakeholders, you will be working alongside our technical Project Managers to deliver larger custom projects and the Customer Support team for smaller out-of-the-box projects
Stay on top of our product roadmap and ensure your customers are kept up to date with the latest product features and versions
Work closely with the product team to ensure customer feedback is incorporated into our product roadmap
Deliver technical and product training to customers and, where necessary, training on third-party tools (e.g. basic analytics, push notifications)
Maintain records in our customer success platform Planhat
Work with the sales team to help identify when there may be opportunities for growth within an account
Own the collection and follow-up of NPS feedback, using insights to improve customer satisfaction, retention and growth
Build expertise around the publishing industry, and our customers, including understanding the different stakeholders within a business
Building and developing internal processes that will help us scale the team and brilliant work we do!