AddressDescription
At Searchspring we foster an environment of caring, helpful, considerate and empathic people. We think that’s the best environment to foster excellence and it is one of the things we care most about in our hiring process. If you are empathic and able to talk with humility and encourage others to thrive, we want to hear from you!
We don’t want brilliance without empathy. We don’t want creators who don’t share. We don’t want rock stars that don’t contribute to the community.
We are looking for a customer-obsessed and energetic Customer Success Manager to support our fast growing base of leading and emerging ecommerce customers in APAC. As a highly motivated Customer Success Manager you will be responsible for delivering a best-in-class customer experience for our search, merchandising and personalisation solutions.
Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term growth and success. We won't be successful unless our customers are receiving massive value from our service. As such, we are growing our Customer Success team in the region to help drive success for our customers.
What You’ll Do
Reporting into the Customer Success Lead for APAC, this role includes responsibilities for all Customer Success activities (e.g. onboarding, adoption, advocacy, retention, etc.) and outcomes (e.g. renewals, up-sell, etc.). You will work with a close knit team who will be able to help guide and teach you as you learn the ropes. This is a great opportunity for a CSM looking to gain valuable experience working as a part of a high performing customer team, and grow their career.
This position is a remote role. This role is available for Australian based workers only, with preference given to those located in Sydney or Melbourne..
How You’ll Succeed
- Manage key relationships with current Searchspring customers to drive product adoption, optimisation, and uncover opportunities for an improved user experience
- Drive retention and growth with current Searchspring customers by understanding their business needs and helping them succeed
- Identify opportunities for customers to act as Searchspring advocates (testimonials, case studies, G2 crowd reviews)
- Manage customer onboarding of new customers, training of end-users, and post-live support to ensure they are using Searchspring to the fullest extent
- Collaborate with the technical support and implementations team to configure our implementation per customer requirements and troubleshoot issues raised by customers
- Represent the voice of the customer to provide input for product enhancements, marketing, and sales process
- Support our customers via active participation in Customer Office Hours and our Searchspring Customer Community
- Create enablement and best practices content for customers including documentation, how-to guide, and videos
- 2+ years of experience in Customer Success, Account Management, or related customer-facing role
- Top performer, highly motivated, and results-orientated
- Ability to grow strong relationships with customers and partners
- Strong empathy for customers
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Excellent communication and presentation skills
- Resilient and able to have challenging conversations and overcome roadblocks when required
- Energy, passion and a great attitude is a must
Benefits
- $1,000 USD education budget
- Exciting fast-growing environment with a proven playbook
- You’ll be part of a growing, powerful team
- Fun work atmosphere
- Autonomy to work remotely, until office space is established in Australia, with ongoing flexibility
- The chance to work with innovative and progressive technology
About Searchspring
Awarded “Best Ecommerce Platform” in the 2022 & 2023 and “Best Merchandising Solution” 2023 in the NORA Awards. We were also awarded “Best User Experience” and “Customer Growth” Awards in 2022 at the BigCommerce Partner Awards.
Backed by a growth equity firm with extensive resources and expertise in helping software and technology companies navigate transformational growth, Searchspring is on a mission to give ecommerce teams superpowers. We are giving the worlds’ best merchandisers the user-friendly search, merchandising, personalisation, and analytics tools they need to increase conversion and curate unique shopping experiences. Learn more at searchspring.com or visit the websites of some of our most heroic customers like Rip Curl, Kathmandu, Early Settler, PETStock and 2XU. If you love retail, ecommerce and have a passion for developing solutions to complex problems, come join us.
We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users and our customers. This is something we value deeply and we encourage everyone to come be a part of changing the way the world shops online.
We welcome applications from people with disabilities. Should you need accommodations during the application please don't hesitate to contact us.
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