Customer Success Manager - SEO SaaS Product
ClickFlow is a SEO product that helps websites increase their SEO traffic using SEO experiments. Currently we work with some of the largest sites in the world! We are looking for a highly motivated customer success individual that will grow with our business.
Go here to watch an overview of the product: clickflow.com
Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).
CUSTOMER SUCCESS OUTCOMES
Increase renewal rates and reduce churn
Expand our revenue in accounts through cross-sell and up-sell
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Drive new business growth through greater advocacy and reference-ability
Define and Optimize Customer Lifecycle
Map customer journey
Develop listening points in journey (e.g., usage, satisfaction, etc.)
Customer development
Standardize interventions for each point in journey
Define segmentation of customer base and varying strategies
Identify opportunities for continuous improvement
Learn from best practices in industry
Manage Customer Success Activities
Professional Services
Customer Support
Customer Success Management
Renewals
Cross-sell / Up-sell
Requirements
REQUIREMENTS
2+ years experience in customer-facing organizations
HUGE plus for SEO experience
Ability to manage influence through persuasion, negotiation, and consensus building
Ideally combined background of post-sale and sales experience
Strong empathy for customers AND passion for revenue and growth
Strong background in SaaS
Deep understanding of value drivers in recurring revenue business models
Analytical and process-oriented mindset
Demonstrated desire for continuous learning and improvement
Enthusiastic and creative leader with the ability to inspire others
To apply, include 'customer success is cool' in the subject, custom message or title or else your application will be disqualified
Excellent communication and presentation skills
Relevant Bachelor’s degree; preference for computer science or related degrees
Benefits
- Depends on the nature of the role. Please inquire.