Customer Success Manager - SEO SaaS Product at Single Grain

| Greater LA Area | Remote
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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.
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