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Senior Customer Success Manager

Shogun

Shogun

Customer Service, Sales & Business Development
United States · Remote
Posted on Tuesday, July 2, 2024

Shogun is on a mission to empower brands to create exceptional ecommerce experiences, and in the process, build the best remote company.

Since being in the Winter 2018 batch of Y-Combinator, we've seen tremendous growth while intentionally creating a culture where people from all backgrounds belong. Our company and products are informed by diverse perspectives from the best talent around the world. We are fully remote, have no offices, and are looking for team members who are excited to work remotely.

We closed our Series A and B in 2020, and after raising a $67.5M Series C in 2021, we are scaling faster than ever. Some of our investors include Insight Partners, Initialized Capital, Accel, VMG Partners, and Y Combinator.

Location

Remote: United States and Canada

Job Summary:

The Senior Customer Success Manager (Sr. CSM) will be responsible for managing and nurturing client relationships to ensure customer satisfaction, retention, and growth. You will engage with ideal client profile (ICP) customers at different points in their lifecycle to assist with activation, adoption, renewal, and expansion. This role involves working closely with customers to understand their needs, providing tailored solutions, and ensuring they derive maximum value from our products. In addition to owning a book of business, the Senior CSM will contribute to the continuous improvement of our processes by working cross departmentally with internal Shogun teams like Product, Marketing, Support and more, providing insights from your interactions to amplify the customer's voice and help inform product development, content development, enablement needs, and program development. Your experience will help deliver thoughtful and impactful customer experiences and inform programmatic customer engagement approaches that can be delivered at scale. This includes:

Key Responsibilities:

  • Customer Relationship Management: Develop and maintain strong relationships with key stakeholders in customer organizations to ensure their success with our products.
  • Proactive Outreach: Engage with accounts within the ideal client profile for onboarding, intervention, and upgrade opportunities. Engage with clients at different points in their journey to assist with activation and adoption.
  • Product Demonstrations: Host video calls with leads, clients, and agencies to introduce them to the software, advise on best practices for their use case, and demonstrate how the software can help them achieve their business goals. Showcase new features for client feedback and expansion revenue opportunities.
  • Customer Advocacy: Act as the voice of the customer within the company, providing feedback to product and development teams to improve our offerings.
  • Renewals and Upsells: Drive customer renewals and identify opportunities for upselling and cross-selling additional products and services.
  • Issue Resolution: Proactively address and resolve customer issues, ensuring prompt and effective solutions.
  • Data Analysis: Monitor customer usage data to identify trends, opportunities, and potential risks, and develop action plans accordingly.
  • Collaborate: Work closely with teammates to win and grow together. Collaborate and share ideas for engagement tactics. Identify opportunities for efficiency through defining needs for enablement material, documentation, and self-serve resources.
  • Process Improvement: Contribute to the development and refinement of customer success processes, tools, and methodologies.

Qualifications:

  • 5+ years of experience in customer success, account management, or a related role, preferably in the software or eCommerce industry
  • Sales and negotiation skills to identify upsell opportunities and retain customers
  • Strong communication and interpersonal skills to effectively engage with customers and build relationships
  • Excellent problem-solving and analytical skills to understand customer needs and provide appropriate solutions
  • Empathy and customer-centric mindset to understand customer perspectives and advocate for their success
  • Strong organizational skills to manage and track customer interactions and progress
  • Ability to manage multiple priorities and projects simultaneously.

Attributes:

  • Customer-centric mindset with a passion for helping clients achieve their goals.
  • A collaborative approach.
  • Results-driven with a focus on continuous improvement and innovation.
Salary Range:
  • Canada: C$102,425 - C$120,500
  • US: $116,600 - $157,750
The final job level and compensation will be determined by various factors such as a candidate’s relevant work experience, years of relevant experience, skills, qualifications, certifications, geographic location, other business considerations.
Salary Range
$116,600$157,750 USD

A Note to Future Shogies

We know the confidence gap and imposter syndrome can get in the way of meeting potential Shogies. If you have relevant skills that are not reflected in your resume, we welcome your candidacy and encourage you to share more in an optional cover letter, even if your experience doesn’t match our exact requirements. We are committed to building a diverse, inclusive, and equitable workplace where everyone feels like they belong. We encourage you to apply if you feel this role is a good fit for you, and we look forward to hearing from you!

What We Offer (Varies by Location)

  • Competitive salary
  • Company-sponsored healthcare, visioncare, dentalcare for you and your dependents
  • Retirement plans with matching contributions (401k, Pension, and RRSP)
  • Paid parental leave
  • Stock options
  • Yearly company and department off-sites
  • Home office set-up reimbursement
  • Monthly home office productivity reimbursement
  • Co-working space reimbursement
  • PTO, sick leave, holidays, Shogie appreciation days, COVID-19 related time off
  • Learning and Development reimbursement
  • Mental health and wellbeing offerings
  • Quarterly Wellness reimbursement
  • Remote work – We are a diverse and distributed team that uses Slack, Zoom, Notion, and other tools to stay connected

Our Values

  • Work in the open: We strive for transparency and operate with high integrity. We value diverse feedback and give insight to both our Shogies and clients.
  • People are People: We believe everyone should be treated with respect. We seek to understand teammates and clients through questions and feedback.
  • Win and grow together: We are all on the Shogun team, and love to see teammates and clients succeed. We challenge, learn from, help out, and cheer each other on as we continue to grow.
  • Biased to Action: Agility and ownership in all that we do. We deliver value to each other and clients iteratively and quickly.

Shogun supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity/expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class.

At this time Shogun does not use AI to make recruiting or hiring decisions.

Please refer to the position specific location requirements listed under the location section of the job description as we are interested in every qualified candidate who is eligible to work in the mentioned location(s) without requiring employment visa sponsorship.