Customer Success Manager- Hybrid

About Cloud Campaign

 

Cloud Campaign is a social media marketing platform designed for digital agencies. Our mission is to make launching, managing, and scaling a marketing agency accessible to everyone. Our platform enhances agency productivity while strengthening client relationships.

 

We’ve been recognized as one of the “Top Small Companies to Work For in Colorado” (BuiltIn, 2022) and recently named one of Will Reed’s Top 100 Early-Stage Companies to Work For (2023)!

 

Core values that we live by:

• Balance over Burnout
• Default to Transparency
• Maintain a Learner's Mindset
• Provide an Amazing Experience
• One Team, One Mission

Role Summary

 

As a Customer Support team member/Customer Success Manager, you’ll play a vital role in supporting our customers through support chat and email, direct interactions, account ownership and process improvement. This position has a dual role of customer support and account management. You will ensure customers achieve their desired outcomes while using the Cloud Campaign platform. You will also be the main point of contact for your Book of Business, guiding clients through onboarding, implementation, and ongoing support and strategy phases. Your goal is to foster long-term relationships with customers, drive renewals and identify opportunities for upselling or cross-selling our products or services. This hybrid role requires in-office attendance 3 days per week. 

 

Key Responsibilities

Support Interactions:

• Deliver a world class customer experience via in-product chat and email
• Become a Cloud Campaign product expert guiding users on best practices and troubleshooting issues.
• Provide timely, accurate, and solution-oriented responses to customer inquiries.

Account Management:

• Own a book of business for Agency clients 
• Responsible for the retention and growth for your clients
• Lead the onboarding process for your customers, ensuring a smooth transition and effective setup of our software
• Develop and maintain strong relationships with key stakeholders within customer organizations
• Serve as the primary point of contact for customer inquiries, concerns, or escalations
• Conduct regular health-checks and business reviews to assess customer satisfaction and uncover additional needs
• Proactively monitor customer usage and adoption of our platform
• Provide guidance and best practices to maximize value derived from our software
• Troubleshoot issues and coordinate with internal teams to resolve customer challenges promptly

Revenue and adoption targets:

• Increase the Net Recurring Revenue under your management
• Achieve renewal and expansion targets through proactive account management and customer engagement
• Increase speed and number of customer activated within 45 days
• Increase the percentage of customers with continual product usage
• Have recurring calls with all customers under your management on a defined cadence
• Maintain an ongoing mutual strategic communication plan with each customer
• Understand your customers business, drive them towards achieving those goals  and engrain yourself with their team
• Real time updating after each client interaction

 

 Customer Advocacy:

• Act as a customer advocate within the company, conveying feedback and insights to relevant teams
• Champion the voice of the customer to drive improvements in product offerings

Documentation and Continuous Improvement:

• Gather customer feedback to improve product features and support resources
• Participate in team meetings and training sessions and stay updated on product features, industry trends and customer success best practices
• Use analytics from Zendesk, Hubspot, and Custify to share what is working and what we can improve
• Create and maintain comprehensive documentation, including user guides, FAQs and troubleshooting articles, to assist customers in using our software effectively
• Regularly update documentation based on customer feedback, product updates, and new feature releases
• Create and update tickets for bug requests as is needed, making sure you share updates with the client and during our weekly interdepartmental meetings
• Increase CSAT rating each quarter 

 

 

Qualifications

Required:

• Education: Bachelor’s degree in Business, Marketing, or a related field.
• Experience: 3-5 years in customer success, account management, or a similar role, preferably in a SaaS environment.
• Customer Relationship Skills: Demonstrated ability to build and maintain strong customer relationships.
• Communication Skills: Excellent written and verbal communication skills.
• Problem-Solving: Strong troubleshooting and problem-solving skills.
• Technical Proficiency: Experience with CRM systems, preferably HubSpot.
• Project Management: Ability to manage multiple accounts and projects simultaneously.
• Sales Acumen: Experience in driving revenue growth and managing renewals.
• Customer-Focused Attitude: Passionate about delivering exceptional customer experiences and outcomes.
• Analytical Skills: Ability to analyze customer data and provide actionable insights.

Proven Track Record: Documented success in improving customer satisfaction, increasing adoption rates, and reducing churn.Industry Knowledge: Familiarity with social media marketing platforms and SaaS business models is a plus.

Nice to Have:

• Experience with Social Media Marketing Platforms: Familiarity with social media marketing and digital agency operations.
• Technical Knowledge: Basic understanding of software development or technical troubleshooting.
• Advanced CRM Skills: Proficiency with HubSpot or similar CRM tools.
• Industry Certifications: Relevant certifications in customer success or account management

 

Why Cloud Campaign?

• Culture
• Ownership and impact
• Equity

 

We have something special happening here! You have the opportunity to make big impacts in a growing company. You will earn equity stake in the company which we hope to help you feel like a key driver to helping us reach great heights. We have big plans, ambitions and a great culture. 

 

Benefits & Perks:

✅ 100% employer-paid medical, dental, and vision insurance for employees and dependents

✅ FSA & Life Insurance

✅ Unlimited PTO & Paid Parental Leave

✅ Stock Options – Share in our company’s success

✅ Healthy Living Benefits & Technology Stipend

✅ Yearly Company Retreat & Monthly Fun Events

✅ Half-Day Fridays & Weekly Office Lunches

✅ Hybrid work environment from our Portland, Oregon office

 

Join us and be part of a company that values innovation, teamwork, and customer success!

 

🚀 Apply today to help shape the future of social media marketing with Cloud Campaign!