Customer Success Manager, Team Leader
ReturnLogic, United States
Job Description
Company Description
ReturnLogic is an exciting tech start-up, headquartered in PA. Our Software as a Service (SAAS) platform helps ecommerce retailers optimize their product returns strategy, improve the customer experience, and drive bottom line growth.
Our team is intrigued by, and inspired to hire, problem solvers who have a core can do attitude, a vision of what can be, instead of what has been and who want to build on a history of hard work, ethics and pursuit of excellence in every aspect of their daily work.
Job Description
Customer Success at ReturnLogic is a critical part of our success and the success of our retailers and stakeholders. Our mission is to deliver exceptional assistance to our customers with the highest level of quality in both product knowledge and communication skills, and in the process, consistently meet and exceed customer expectations.
You will directly oversee the success team that manages the accounts of our retailers on their post-sale journey. You will work closely with our leadership team to drive strategic and tactical decision-making within the Customer Success team. You will always be a thoughtful listener to and fierce advocate for our growing customer base. By helping us retain and wow our customers, you will have the unique opportunity to make ReturnLogic a more efficient organization, serving our customers every day.
We are looking for a Leader who is passionate about providing the best experience to customers who are scaling their businesses with ReturnLogic. This is a great opportunity for someone with a passion for customer success, has strong technical skills, and a previous background in ecommerce. We are very interested in individuals who have a track record of finding creative solutions to unique problems, who thrive in challenging situations and want to apply these skills to solve returns challenges for customers using our software.
Requirements
- B.A. in Business, Marketing, Communication or a related field; or, an equivalent level of experience.
- 6+ years of experience in B2B SaaS Customer Success/Account Management with at least two years of overall leadership experience.
- Empathy and passion for our customers and the overall client experience.
- Success working in a fast-paced, high-growth environment, preferably in SaaS or technology.
- Experience in hiring, training, and developing a high-performing team of customer success professionals.
- Have a strong background in coaching, mentoring, and skill development of individual contributors at various experience and business acumen levels.
- Strong operational skills, proactive approach to process improvement, and previous experience building out customer success initiatives and best practices that retain customers.
- Thrives in a collaborative environment.
- Excellent organizational and project management skills.
- Excellent communication skills via phone, video conference and email.
- Able to adapt in a quickly changing environment.
- Track record managing customer relationships through HubSpot or similar CRMs.
- Experience using E-Commerce platforms such as Shopify/BigCommerce/Magento are a plus.
- Experience with E-Commerce infrastructure is a plus.
How you will make a difference:
- Be responsible for customers' growth amp; success via strategic development, key stakeholder management, data insights and account leadership.
- Capture and document the developer journey, working cross-functionally to launch product demos, community tutorials and content marketing.
- Develop and execute strategic plans to facilitate broad adoption, increase awareness and conversions, and recognize developer champions within the customer network through actionable product engagement.
- Report and drive insights that prove engagement, capture health, activity, and growth potential, as well as define and direct customer-focused performance patterns.
- Work with internal stakeholders to deliver assets and toolkits that inspire, educate, and support our customer community experience.
- Grow and develop the Customer Success team.
Benefits
- Health Care Plan (Medical, Dental amp; Vision)
- Paid Time Off (Vacation, Sick amp; Public Holidays)
- 401K Plan
About Us:
We’re a company led by start-up people that like solving problems and building things. The leadership team is transparent and engages every last employee in the strategy, objectives, targets and results.