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Role Description

The Customer Success Manager (CSM) with a focus on Technical Support will be the primary point of contact for customers, guiding them through the onboarding process, helping them implement and optimize their usage of our products, and ensuring they achieve maximum value from our solutions.

• Lead the onboarding process for new customers, ensuring smooth implementation and adoption of the product.
• Act as the primary point of contact for customers post-sale, building and nurturing long-term relationships.
• Proactively identify opportunities to help customers optimize their use of the product.
• Provide training, resources, and product tutorials to customers.
• Monitor customer health, conduct regular check-ins, and act as the customer's advocate within the organization.
• Identify opportunities for upselling and cross-selling additional features, services, or products.
• Serve as the primary point of contact for customers seeking technical support.
• Resolve technical issues promptly and accurately, providing clear instructions or escalating to the appropriate team when necessary.
• Develop and maintain a deep understanding of the company’s products, services, and technical solutions.

Qualifications

• Proven experience of 1-3 years in a customer-facing role within a SaaS or Retail environment.
• The ideal candidate is a self-starter, comfortable in a fast-paced, growing environment.
• A stellar team player, actively collaborating with and assisting colleagues.
• Proficient in delivering clear and concise instructions to clients.
• Interest or experience in working with the fitness or SaaS industries.
• Bonus points for experience using tools such as Wodify, ZenDesk, Google Apps, HubSpot, JIRA.
• Experience in customer success, sales or business development role.
• Knowledge of CMS systems and website optimization.

Requirements

• Proven experience of 1-3 years in a customer-facing role within a SaaS or Retail environment.
• The ideal candidate is a self-starter, comfortable in a fast-paced, growing environment.
• A stellar team player, actively collaborating with and assisting colleagues.
• Proficient in delivering clear and concise instructions to clients.
• Interest or experience in working with the fitness or SaaS industries.
• Experience using tools such as Wodify, ZenDesk, Google Apps, HubSpot, JIRA.
• Experience in customer success, sales or business development role.
• Knowledge of CMS systems and website optimization.

Benefits

• 65k-75k yearly salary, bonus, and equity plan.
• Medical, Vision and Dental Insurance plus company-paid disability and life insurance.
• 401(k) plan and FSA.
• Unlimited PTO.
• Team, social and philanthropy events.
• Gym/wellness reimbursement and commuter benefits.
• Location-agnostic (remote, hybrid, and in-office friendly!).