Customer Success Manager
Join SHO.ai — a team of brand designers, storytellers, and coders dedicated to developing a better way to connect brands with their audience.
We are looking for a high-achieving, driven professional who will be responsible for our customer retention and the reduction of churn across our platform.
You must develop a strong understanding of our customers' business objectives and needs. You should also have the ability to identify and articulate how our solution supports the achievement of our customers' strategic business goals.
This member of the team will be on the frontlines, helping come up with solutions for our clients as needed, all while consistently reminding them why SHO.ai is an industry leader.
Responsibilities
- Take ownership of accounts and manage their onboarding, success, retention, and renewal processes
- Consult regularly with clients to fully understand their needs and actively solve pain points
- Maintain portfolio and monitoring analytics, reports and KPI's
- Collaborate with product, marketing, and sales teams to communicate customer needs to design ideal offering/features
- Manage and work to address all customer friction or issues that are communicated to us.
Qualifications
- Minimum one year of a business-related experience in a software company
- Proven track record of successfully building rapport and relationships with all levels
- Excellent writer and communicator with strong presentation skills via phone, online and in-person
- Account management, project management, and problem-solving skills