Customer Success Manager

Stay AI • New York, NY

13d • Remote

About The Position

The Customer Success Manager will be a critical part of our Customer Experience team at Stay AI. The mission of this role is to provide an exceptional ongoing strategy and recommendations to our customers as they get started with subscriptions and grow their programs. We strive to consistently meet and exceed customer expectations during this process, ultimately setting our customers up for long-term success with the platform.

Requirements

• 3+ years of experience in customer success working with enterprise level accounts, ideally in a SaaS environment
• Experience working within digital marketing and preferably within the Shopify ecosystem
• Excellent project management skills with an emphasis on attention to detail, timelines, and quality of work
• Effective collaboration skills as this role works with other teams including Sales, Operations, Product, and Customer Success
• Ability to research, analyze and provide solutions to newly identified issues
• Excellent communication skills via phone, video conference and email
• Curious and eager to learn
• You are adaptable to change and have comfort with ambiguity at an early stage startup

Nice To Haves

• Previous experience with retention marketing is not required but preferred
• Bonus points if you’ve worked with Klaviyo, Postscript, or Attentive

Responsibilities

• Have a deep focus on Customer Satisfaction. Continuously monitor and enhance the customer experience by proactively identifying and addressing any issues or opportunities for improvement
• Set and manage client expectations, developing a detailed success plan, defining the scope of the relationship, understanding project risks and assigning team members to specific tasks
• Own the relationship with our enterprise and mid-market merchants, acting as a strategic partner who identifies opportunities to level up their subscription program and drives measurable growth in retention, revenue, and customer experience
• Communicate thoughtfully, providing answers to both technical and non-technical questions
• Contribute to a positive team environment of collaboration, customer empathy, equality and inclusion

Benefits

• Annual offsite retreats in Park City or Mexico

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed