Customer Success Manager II

The Customer Success Manager II is a remote, mid-level position responsible for building, maintaining, and growing customer relationships by being their website performance specialist.RequirementsManage customer accounts across multiple OEMsProvide monthly product review (MPR) reporting and optimization recommendations to improve all aspects of the customers’ websitesWork with customers to analyze and review their digital performance in detailComplete website edits, and troubleshoot various issues or concerns to ensure that response and resolution service levels are metEnsure strategy and customer’s KPIs (key performance indicators) are communicated, understood, and implemented by cross-functional teamsUnderstand the customers’ business goals to anticipate future needsPrioritize, triage, and communicate resolution on escalated customer issues and requestsManage multiple accounts simultaneously, tracking the status of each project, and updating all stakeholdersAssist business leads in driving customer retention and identifying business growth opportunitiesWork alongside support roles to assist with case management and ensure that response and resolution service agreement levels are metComplete various tasks assigned by leadership such as OEM project asksAssist in updating and creating knowledge base articles for the team on a consistent basisBenefitsMedical, dental and vision insuranceCompany matched 401K planFlexible PTO + Sick Leave6 weeks paid Parental Leave8 Paid National HolidaysCompany-paid basic Life InsuranceVoluntary supplemental Life InsuranceVoluntary long-term/short-term disability insuranceVoluntary Pet InsuranceOptional Healthcare/Dependent Care FSA AccountOriginally posted on Himalayas

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