Customer Success Manager at Crowdly

Posted 4 months ago

Estimated Salary Guide

  • Not provided by employer
  • $63.3K – $80.1K a year is the estimated salary for this role in Boston, MA.

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Boston, MA, USA

We’re seeking a creative relationship builder with an eye for detail and a knack for strategy to become our new Customer Success Manager and help our growing portfolio of major consumer brand clients use the Crowdly SaaS platform to power their customer insider and VIP programs.

You’ll join a small team with a mature product in a hot space, and serve as the main point of contact for a portfolio of clients like KitchenAid, Nissan, Tate’s Cookies, and Lansinoh.

This role wears many hats, and you’ll be exposed to the bulk of the business, so this is a great opportunity to have a outsized impact at a leading company in the burgeoning Advocacy Marketing space. This is an individual contributor role, though we’d look for you to grow into a leadership role as Crowdly’s account team grows.

  • Key Responsibilities
    • Owns a portfolio of high-touch accounts which includes on-boarding, advising, training and checking in with clients to ensure platform adoption.
    • Collaborate with internal and external stakeholders on high level strategies and day-to-day tactics.
    • Be a champion for our clients and build a relationship that they can trust.
    • Ability to understand customer requirements and identify upsell and cross-sell opportunities.
    • Identify areas for improvement in the customer experience, both in our product and processes.
    • Build out user facing ‘Missions’ in our platform (no code required) that engage a brand’s Insiders.
    • Identify key users for Surprise and Delight programs.
    • Communicate across department on what you’re seeing and hearing from our clients and the market, including with our Product team to develop new ways to use our products and with our Sales team to improve our new-customer handoff process and to optimize the entire client lifecycle, from sales enablement to contract renewal.
    • Achieve quarterly/annual renewal targets.

In previous roles

  • You managed marketing programs in house or as an agency partner.
  • You handled accounts that renewed.
  • Even better if they paid more for more work and/or referred new clients.

Your competencies include, but are not limited to

  • Approachable and confident voice on the phone and in writing.
  • Excellent interpersonal communication skills, self-learning, analytical, problem-solving, and able to work under pressure.
  • Designing effective, aesthetic collateral, for mediums including print, social, and web.
  • Demonstrated attention to detail and project management ability
  • We’re less attached to the tools, more attached to the capabilities.
  • Finding opportunities to amaze clients.
  • Thinking strategically about the life-cycle of client contracts.
  • Tightly organizing convoluted customer timelines.
  • Working with our team and clients’ teams on complex, multi-step campaigns.
  • Collecting measurements into a cohesive narrative.

You’re passionate about

  • Happy, successful customers.
  • Humanizing online marketing.
  • Having an immediate impact at a fast-paced startup.
  • Helping craft strategies and programs that make a difference for some of the world’s leading brands.
  • Authenticity.
  • Telling stories.
  • Measuring twice, cutting once.

More About Us

At Crowdly, we believe that people matter. Our SaaS platform powers Insider and VIP programs that help our brand partners provide a great digital experience for their best customers. Our mission is to connect brands with their own best advocates. We are happy when we help brands foster real relationships with real customers.

Crowdly is a small experienced team of creative professionals, passionate about authentic marketing and brand love. We may love different brands, but we all have brands we love. For some it’s gadgets we use to stay creative in the kitchen, for others it’s car companies we keep returning to, or airlines that bookend our adventures, or equipment that keeps us comfy outside no matter the weather. We make time for the things we care about, balancing time in the office with time for our families and friends and hobbies. We provide comprehensive benefits, competitive compensation, a safe and welcoming atmosphere, and the opportunity to be regularly involved in strategic decisions that guide the path of our company.

Job Features

Job CategoryCrowdly

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