CUSTOMER SUCCESS MANAGER

Shellfish Solutions Inc.•Boston, MA

32d•Remote

About The Position

BlueTrace is a venture-backed, seed-stage startup dedicated to simplifying the seafood supply chain. Our customers are primarily mid-market seafood businesses-many of whom lack modern systems for organizing their operations-who face challenges with efficiency, inventory profitability, and compliance with traceability and health regulations. Our solution is an all-in-one software-as-a-service platform purpose-built for the unique needs of the seafood industry, streamlining inventory, sales, shipping, and regulatory compliance in a single, easy-to-use system. Over the past two years, we've launched our product, established our go-to-market strategy, and begun onboarding customers to the platform. As we enter our next phase of growth, we are expanding our team to provide dedicated customer success support. The customer success manager will be a key role in driving the successful adoption of the new Seafood Operating system from BlueTrace. The CSM is responsible for ensuring customers achieve success with our product from onboarding through renewal, acting as the primary point of contact and advocate for our users. This role blends proactive relationship-building, product expertise, and cross-functional collaboration to drive customer satisfaction, retention, and growth. This role reports to the CEO with a dotted line into sales for renewals and upselling.

Requirements

Previous Customer Facing Experience required: Success Manager, Renewals Manager, Implementation Manager, Account Manager or equivalent is required. You are comfortable being the go-to resource for customers, even if it means responding to urgent needs outside of standard hours, and you proactively identify upsell opportunities when customers would benefit from additional features.
Seafood Industry Experience: Have experience in the distribution/wholesale/processing seafood industry
Startup Agility: You thrive in fast-paced, ambiguous environments and are comfortable working with minimal guidance, adapting quickly to changing priorities and limited resources typical of early-stage startups.
Technical Proficiency: You are experienced with and eager to learn technology tools such as: spreadsheets, HubSpot (or other CRM platforms), and you rely on software to streamline and optimize your workflow.
Organized: Organization is your superpowers; you consistently deliver high-quality work and take deep personal responsibility for results.
Relationship Builder: You build trust-based relationships with customers and colleagues alike, always striving to help others succeed and ensuring customer needs are met efficiently. You possess outstanding verbal and written communication skills, and can clearly articulate complex problems and solutions to both customers and colleagues-whether over video conference, text, or Slack.

Nice To Haves

Accounting/Quickbooks Experience: Nice to have

Responsibilities

Provide overviews of the platform and the onboarding process
Request data from them and help them extract it from their existing sources
Format their data for ingestion into the system as a quick start
Run customer training sessions
Be available for questions from newly trained customers and support them as they learn the system
Document all steps of the onboarding process, next steps, follow up meetings, and all aspects of the onboarding engagement from start to finish
Serve as the main point of contact and trusted advisor for customer questions, issues, and feedback, providing both proactive and reactive support.
Collect, synthesize, and relay customer feedback to product and engineering teams to inform product improvements and roadmap decisions.
Develop and iterate customer success playbooks and onboarding processes tailored for early-stage needs.
Monitor customer health metrics, usage patterns, and engagement, intervening early to prevent churn.