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.

The Role

We are seeking highly organised and technically savvy Customer Success Managers who are driven to deliver results, demonstrate value, and drive customer retention. As a key member of the Customer Success team, you will be responsible for nurturing relationships with assigned accounts and ensuring customers realise the value of our solution as quickly as possible. Your role will involve identifying opportunities for value-added services to contribute to the company's revenue growth through renewals and revenue expansion. 

On a day-to-day basis, you will create and execute strategic account plans using project management platforms. You will provide training, mentoring, and ongoing support to customers, enabling them to fully leverage our platform to drive feature adoption and increased profitability.

Join our team and become part of a dynamic, collaborative, and forward-thinking organisation that is revolutionising the e-commerce industry. 

Responsibilities

1. Establish strong relationships with customers: 

• Proactively engage with customers to understand their goals, challenges, and expectations. 
• Serve as the primary point of contact for customers, providing guidance, support, and timely responses to inquiries. 
• Regularly conduct business reviews to assess customer satisfaction and identify opportunities for improvement. 

2. Drive customer success and retention: 

• Develop and implement customer success strategies and initiatives to ensure successful adoption and usage of our SaaS products. 
• Monitor customer metrics and key performance indicators (KPIs) to track usage, satisfaction, and retention rates.  
• Identify potential risks or issues that may impact customer success and take proactive measures to mitigate them. 

3. Collaborate with internal teams: 

• Work closely with sales, marketing, and product teams to align customer success efforts with company goals and objectives. 
• Provide customer feedback and insights to internal stakeholders to drive product enhancements and improvements. 
• Collaborate with the implementation and support teams to ensure a smooth onboarding experience and timely issue resolution.

 4. Deliver exceptional customer support: 

• Act as an advocate for customers, ensuring their voices are heard and their needs are addressed. 
• Handle customer escalations or complaints with empathy and professionalism, working towards a swift and satisfactory resolution. 
• Provide training, resources, and best practices to customers to maximize their usage and adoption of our SaaS products. 

5. Analyse customer data and provide insights: 

• Utilise data analytics and reporting tools to analyse customer usage patterns and behaviour. 
• Identify upsell and cross-sell opportunities based on customer needs and usage patterns. 
• Prepare reports and presentations to showcase customer success metrics and share insights with internal and external stakeholders. 

Requirements 

• 2-3 years in a CS Manager role, preferably within the digital marketing.
• Proven experience in customer success or account management roles with a SaaS business. 
• Strong understanding of SaaS products and business models. 
• Excellent communication and relationship-building skills. 
• Ability to analyse data, identify trends, and make data-driven decisions. 
• Demonstrable problem-solving and resolution abilities. 
• Strong organisational skills and ability to manage multiple customer accounts simultaneously. 
• Technical proficiency and ability to quickly learn new software and technologies. 
• Self-motivated, proactive, and results-oriented mindset. 
• Ability to work effectively both independently and as part of a team. 
• Ability to manage multiple accounts simultaneously and to be able to cope under pressure.

Benefits and Company Perks

• Competitive salary and bonus scheme
• The chance to work with innovative and progressive technology.
• 25 days' holiday per year, increasing by one day for each additional year of service, to a maximum of 28 days.
• Company pension scheme.
• Vitality Healthcare/Half Price Gym membership/Free Coffee and more….
• Cycle to work program.
• Flexible working between home and office.
• Fun work atmosphere.