Who we are

Searchspring provides e-commerce retailers with the industry-leading software platform for site search, product merchandising, and personalization. With offices in San Antonio, Denver, Colorado Springs, Portland, Bangalore, London, Melbourne, and remote across the globe, Searchspring employees are dedicated to fostering an environment that enables everyone to thrive, both personally and professionally, and feel supported, engaged, and valued every step of the way.

Backed by a growth equity firm with extensive resources and expertise in helping software and technology companies navigate transformational growth, Searchspring helps our customers, like PuraVida, Fabletics, SKIMS, West Elm, Specialized, and RipCurl increase cart size, conversion, and repeat customers. Join us as we change the way the world shops online and achieve our mission to deliver the ultimate shopper experience.

What You’ll Do

Reporting to the Manager, Customer Success, you will support our fast growing base of leading and emerging eCommerce customers. As a highly motivated CSM for our team, you will be responsible for delivering a best-in-class customer experience for our search, merchandising and personalization solutions.

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 team, and grow their career.

This position is a remote role.

How You’ll Succeed

• Manage key relationships with current Searchspring customers to drive product adoption, optimization, 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, webinars, G2 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 
• Contribute to the creation of enablement and best practices content for customers including documentation, how-to guide, and videos

What We’re Looking For

• 4+ years of experience in Customer Success, Account Management, or related customer-facing role
• Top performer, highly motivated, and results-orientated
• eCommerce experience strongly preferred 
• 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