San Francisco, Any
Customer Success Manager
Delivering with excellence is a core value at Bold Metrics, and making sure our clients have an incredible experience in every step of their journey is a top priority for us. So it should come as no surprise that Customer Success is a critical role helping to optimize our client experience from onboarding to go live with tens of millions of shoppers.
As a Customer Success Manager at Bold Metrics, you are the voice of our brand, product, and culture. With a passion for problem-solving and an empathetic attitude, you will work with our clients to answer questions, anticipate needs and help them navigate problems that arise.
Bold Metrics is growing fast so we're looking for someone who thrives with change, understands that processes will be always be evolving, and likes to be a part of a company is it goes through different phases. This is a mission-critical position on our team so we'd love to hear more about how you've lead with empathy in the past, solved problems, and navigated difficult situations.
Bold Metrics is headquartered in San Francisco, California but has been remote for over five years now so you can live wherever you love and thrive. Our focus has always been on finding great people who believe in our vision and are excited to work with a fast growing startup.
WHAT YOU’LL GET TO DO:
WHAT YOU’LL GET TO DO:
- Your top priority will be to make our clients successful and you'll use every tool you have to make it happen
- Help clients find the root cause of issues leading with curiosity, empathy, and a positive attitude
- Stay up-to-date with Bold Metrics solutions, updates, and changes - we're growing fast so things change a lot!
- Make Bold Metrics better by talking to clients and sharing feedback with our product and UX team
- Triage issues with clients via email and help with issue discovery
- Help manage clients and assist their dev teams in implementation
- Working internally with teams to document & troubleshoot application issues
- Work internally with sales teams in coordinating client needs
WHAT WE EXPECT YOU’VE ALREADY DONE:
- 3-4 years experience with customer service/customer success (at least two years in a CSM role)
- Great communicator - people are blown away by your attention-to-detail, frequency of communication, and ability to juggle email, calls, Zoom, you name it!
- You're a natural problem solver that thrives in a fast-paced environment
- At a past job you were famous for your attention-to-detail, even the smallest things don't make it past you
- You're used to making your job and other's lives easier by proactively creating and continuously improving expectations, processes and documentation
- Ability to manage multiple tasks and priorities at once without getting overwhelmed
- Ability to perform well in a fast-paced, cross-functional, dynamic, and ambiguous startup environment
- B.A. or B.S. degree required
THE KIND OF PEOPLE WE LOOK FOR:
- Competitive, "Can-Do" Attitude — You identify opportunities and roll up your sleeves to make them happen; you're not afraid of getting your hands dirty
- Creative and Resourceful — You think on your feet, try new approaches, and bounce back when things don't go your way; you've got the perseverance without the ego
- Passion for our products and technology
- Commitment to fast learning and developing expertise in your area
- Strong organizational and project management skills Innate problem solvers who want to grow in a flexible, collaborative culture
- Exceptional communicator, both orally and in writing
- Experienced in prioritizing, planning and organizing tasks and activities to ensure timely completion of job responsibilities while handling multiple tasks, changing priorities and non-negotiable deadlines
- Ability to work in a fast-paced environment with minimal direction
- Flexibility to work from home
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