About Our Client
A global SaaS technology company is seeking a Customer Success Manager to join their team. The hiring company provides a data-driven influencer marketing platform that marketers use to optimize investments, streamline campaigns, and scale programs. Their customers range from some of the world’s largest companies in the beauty and personal care space to digitally native indie brands, which have all made influencer management and engagement a critical practice of their marketing and advertising programs.
The company is remote-first, with offices in San Francisco, New York, Boston, Paris, and London for those who prefer in-person collaboration.
The team at the hiring company comprises kind, driven, and respectful individuals from around the world.
Pillars
- Trust. Earning the trust of the team, customers, creators, and partners through transparency, predictability, and integrity.
- Diversity. Bringing diverse perspectives to the table results in stronger outcomes. All are welcome.
- Value. Through words and actions, striving to create tangible value for customers and peers. Success is only achieved when the community succeeds.
- Ownership. Leading with action. Taking pride in solving the hardest challenges and feeling accountable for commitments.
- Mutual success. Sharing goals with each other and with clients. Alignment, collaboration, and empathy are the cornerstones of success.
About The Role
As a Customer Success Manager, you will be responsible for partnering with clients to ensure the successful implementation and adoption of the platform. You will work closely with global enterprise clients, delivering a best-in-class customer experience and helping them achieve their influencer program goals. The role will focus on building strong customer relationships, optimizing product usage, and driving measurable success for clients through tailored solutions and support.
Responsibilities
- Client Onboarding & Training: Develop and execute personalized onboarding and training plans for new clients, ensuring they effectively learn and adopt the platform. Provide coaching and use case analysis to facilitate early success.
- Success Measurement: Establish critical success metrics for clients' influencer programs, ensuring both quantitative and qualitative measures are in place to track progress and outcomes.
- Strategic Guidance: Leverage insights into current program gaps and opportunities to highlight the benefits of the product and align with clients' strategic objectives.
- Monitor Adoption & Usage: Continuously track and address product adoption, ensuring clients are fully utilizing the platform's capabilities to meet their goals.
- Collaboration: Work closely with Client Partners and fellow Customer Success Managers to implement strategic account management, identifying and escalating any signals of risk and exploring opportunities for account growth.
Qualifications
- 5+ years of experience as a Customer Success Manager, preferably working with global enterprise clients.
- Strong understanding of SaaS technology, particularly in marketing or communication ecosystems, with experience supporting marketing products or technologies.
- Experience in beauty or influencer marketing is highly preferred.
- Excellent public speaking, presentation, and facilitation skills, with experience leading dynamic workshops for both small and large groups.
- Strong written and verbal communication skills across multiple geographies, with the ability to engage with clients at all organizational levels.
- A collaborative and team-oriented mindset, contributing to both individual success and team goals.
- Experience working in a consultative capacity with clients, including running workshops, delivering presentations, and discussing goals and program outcomes with senior stakeholders.
- Bachelor’s degree or higher.
Benefits
• Competitive Salary
• Remote Work Options with Hybrid Flexibility and Home Office Set-Up Stipend
• Coworking Office Subscription for Collaborative Spaces
• Comprehensive Health, Dental, and Life Insurance Coverage for You and Your Dependents*
• Open Vacation Policy and Flexible Holiday Schedule to Suit Your Needs
• Paid Parental Leave to Support Quality Time with Your Loved Ones
• Career Development, including Internal and External Training Opportunities
*Benefit programs vary by country/state of residency, are subject to eligibility requirements, and may be modified occasionally. Ask for more details about benefits in your specific region.
This position is 100% remote, with the understanding that occasional in-person attendance may be required for trainings, meetings, and team gatherings, as determined by your manager.
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.”