About Our Client
Our client, their mission is to bring development superpowers to everyone. The company is a Website Experience Platform (WXP) that empowers modern marketing teams to visually build, manage, and optimize stunning websites. With AI-driven personalization baked in, the company enables teams to significantly boost conversion rates, translating directly into measurable business growth. From independent designers and creative agencies to Fortune 500 companies, millions worldwide use the company to be more nimble, creative, and collaborative.
The Customer Success team plays a vital role in advising and guiding a diverse range of Enterprise customers, ensuring a successful launch with the platform and continually achieving their business goals and maximizing their investment. They are the main point of contact for the company's strategic customers throughout their customer journey, including onboarding, adoption, maturity, and renewals.
About The Role
About The Role is looking for a Customer Success Manager to help drive value for a set of Enterprise Customers. Partnering closely with Account Executives, Solutions Engineers, and Technical Architects, Customer Success Managers (CSMs) work cross-functionally to identify opportunities where existing customers can grow their usage or identify new use cases to leverage the platform's capabilities. As trusted advisors to their customers, CSMs are consultants, project managers, product evangelists, as well as thoughtful advocates for their customers and their priorities.
- Reporting to the Manager, Customer Success
As a Customer Success Manager , you’ll …
- Establish and maintain trusted advisor relationships with key stakeholders, from executive sponsors to day-to-day users, to ensure customers derive ongoing value from the platform.
- Drive strategic account planning by aligning customer goals with the platform's capabilities and coordinating across internal teams to deliver on success plans.
- Conduct executive business reviews to measure progress, highlight impact, and uncover opportunities for deeper adoption and expansion.
- Provide expert guidance on deployment and optimization , ensuring enterprise customers follow best practices for scalable, successful implementations.
- Partner cross-functionally (e.g., Renewals, Product, Technical Architects) to influence renewal outcomes, surface customer feedback, and shape product direction based on real-world use cases.
In addition to the responsibilities outlined above, the hiring company will support you in identifying where your interests and development opportunities lie and they'll help you incorporate them into the role.
About you:
- Have a consultative approach; able to navigate complex business needs and requirements
- Prior Customer Success or Account Management experience, with a SaaS company or digital marketing agency. (2-3 years of relevant experience preferred)
- Strong verbal and written communication skills: able to present complex ideas in an accessible and engaging way to both internal and external stakeholders, including executive level conversations with customers.
- Keen business sense to discover and understand customer business objectives and pain points to ultimately measure the platform's financial impact on the customer’s business.
- Excitement to dive into the technical details of the product to understand the customer’s use-case and needs thoroughly.
- Great people skills: genuine, warm, curious, engaging, conversational, friendly, empathetic, and caring.
- Excellent organizational, note taking, project management, and time management skills.
Core Behaviors:
- Obsess over customer experience. We deeply understand what we’re building and who we’re building for and serving. We define the leading edge of what’s possible in our industry and deliver the future for our customers
- Move with heartfelt urgency. We have a healthy relationship with impatience, channeling it thoughtfully to show up better and faster for our customers and for each other. Time is the most limited thing we have, and we make the most of every moment
- Say the hard thing with care. Our best work often comes from intelligent debate, critique, and even difficult conversations. We speak our minds and don’t sugarcoat things — and we do so with respect, maturity, and care
- Make your mark. We seek out new and unique ways to create meaningful impact, and we champion the same from our colleagues. We work as a team to get the job done, and we go out of our way to celebrate and reward those going above and beyond for our customers and our teammates
Salary Range
- United States (all figures cited below in USD and pertain to workers in the United States)
- Zone A: $102,000 - $129,000
- Zone B: $96,900 - $122,500
- Zone C: $92,000 - $116,000
- Canada (All figures cited below in CAD and pertain to workers in ON Canada)
- $115,000 - $145,800
Benefits & wellness
- Equity ownership (RSUs) in a growing, privately-owned company
- 100% employer-paid healthcare, vision, and dental insurance coverage for full-time employees (working 30+ hours per week) and their dependents. Full-time employees may also be eligible for voluntary insurance options where applicable in the respective country of employment
- 12 weeks of paid parental leave for both birthing and non-birthing caregivers, as well as an additional 6-8 weeks of pregnancy disability leave for birthing parents to be used before child bonding leave (note: where local requirements are more generous, employees receive the greater benefit); full-time employees also have access to family planning care and reimbursement
- Flexible PTO for all locations and sabbatical program
- Access to mental wellness and professional coaching, therapy, and Employee Assistance Program
- Monthly stipends to support work and wellness
- 401k plan or pension schemes (in countries where statutorily required), and other financial wellness benefits, like CPA and financial advisor coverage
Location: Remote-first (United States; ON, Canada) **Must reside in Central or Eastern Time Zone.
Note:
“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”