Customer Success Manager (SaaS)

Summary 

Hi! I’m the founder of AudienceTap, a growing B2B SaaS startup in the mobile messaging & commerce space. We help ecommerce & creator brands better connect with their customers and grow revenue through text messages.

We’re a small, early-stage company. In 2022, we were accepted into the TinySeed accelerator program & raised seed funding. We are profitable and growing. We are looking to make our first strategic hire to help lay the foundation of our future team.

We put a ton of attention and hard work into our product, and we’ve built the absolute best text-based commerce platform. Our merchants love our Text-to-Buy feature which allows their customers to purchase products with a simple text message - no clicks or checkout pages required. You can find some case studies on our website.

AudienceTap is a 100% remote-first company. The position is fully remote and offers full flexibility in how you would like to work. We do offer some periodic travel to meet in person. This might be to attend an in-person team gathering or to attend conferences. All of our meetings, as well as your meetings with customers, will be online over the phone and on Zoom.

Why YOU Should Apply 

This is a unique opportunity to be employee #1 with an early software startup company. We are growing, and have exciting plans to further accelerate our growth. You will be working directly with the founder and will contribute significantly to establishing our company culture. 

You will be able to influence and make real changes, and see the results of those changes immediately. You will learn what it takes to build a software product that actually makes a huge difference for the businesses we serve, and that people love to use every single day.

The Role

As a Customer Success Manager, your primary task will be assisting prospective and existing customers by demonstrating and explaining the many advantages of using text messaging for mobile commerce. The goal is to always deliver a delightful customer experience and maximize customer retention. 

Customer Support Manager is a fast-moving role that demands exceptional communication and people skills, an eye for detail, the ability to think on your feet, and the willingness to adapt to constant change.

Responsibilities and Day-to-Day 

As a small company, we sometimes must wear more than one hat. If you’re someone who prefers to stay in your lane and within your comfort zone, this type of role is not one you’re going to enjoy. This role does not require that you know how to code, and there will be no coding involved as part of this role. 

It does require, however, that you are technically minded enough that you can explain more complex functionality in the software in a compelling and easy-to-understand way to a prospect that does not have as much technical inclination.

There are four main categories that will make up your day-to-day: 

1. Onboarding meetings with prospects or clients over Zoom 

2. Ongoing relationship management and customer success 

3. Customer support 

4. Side projects 

Let’s dive into each one of these a little bit further: 

Onboarding meetings with prospects over Zoom

Your first responsibility will be to help grow the company by converting inbound leads into paying customers. You will engage with prospects who have signed up for a free trial and show them how to be successful with the software so they continue on as paid subscribers. 

Your role will be to discover and understand their current pain points and help implement the features best suited to solve those pain points. You’ll also provide best practices and guidance on how they can effectively use these features in the future.

Ongoing relationship management and customer success 

Once the prospect becomes a paid subscriber, you will continue to build relationships with the customer. You will be strategically reaching out to certain customers to increase engagement, reduce the risk of them churning out, and convey the value of parts of the software they may not yet be utilizing. 

As you will be spending a significant portion of your time speaking with existing and prospective customers, you will be learning all about the problems they are facing and what is important to them. With this information in hand, we will work together on the product roadmap to prioritize new features and capabilities to be built into the system based on the direct feedback you are receiving. 

Despite our small team size, we build lightning-fast with new features and updates rolling out constantly, so it will be fun to watch the evolution of the app and to delight customers with the kind of speed that makes them feel like this was built just for them. 

Customer support 

Another large part of the role while not in meetings or conversations with customers is providing support. You will answer questions and respond to issues reported by customers over email. For larger customers, you will also provide Slack and Zoom-based support. 

Side projects 

When not directly engaged with existing customers, you’ll also be working on side projects designed to improve the effectiveness & efficiency of our customer success efforts. All of these projects will share a common goal – making the other parts of your job easier and allowing you to be even more successful. 

For example, based on your skills and interest, you might: 

• Design new onboarding workflows

• Create new user guides and documentation

• Enhance or create drip email campaigns and email copy to improve user engagement and conversion

• Create video and written content for blogs and social media

• Create training videos

• Host webinars for current & prospective customers highlighting features and benefits of the platform

• And more!

Requirements

In this role, you will need to take complete ownership of your assigned prospects and customers. You will be given all of the tools and support to be successful without being told what to do every step of the way. If you find this appealing, then this may be the perfect position for you.

• You have proven experience in a customer support, customer success or account management role for a software company or marketing agency.

• You demonstrate friendliness and empathy when conversing with customers and other people, and can relate well to a variety of different people.

• You are comfortable proclaiming that you are tech-savvy. You don’t need to be a developer, but you should be able to learn how to use new software products quickly and deeply. 

• You love the idea of efficiency. You are constantly driving to make yourself more efficient, and the idea of making other people more efficient excites you. 

• You are able to articulate how technology solutions can improve lives and improve businesses.

• You love to learn, and you love finding new ways to get things done better and faster.

• You have excellent written and verbal communication.

• You have a reliable and fast internet connection.

Nice-to-haves

• Experience with commerce platforms such as Shopify and Square (familiarity with products, orders, inventory, etc.)

• Experience with SMS or email marketing automation tools

• Experience with Help Scout or similar customer support ticketing platform

Benefits of Joining Our Team

• Fully remote, full time role

• Flexible, async schedule (within US working hours)

• Foundational role - you’ll help carve out what CSM work looks like for us, and get to build something meaningful 

• Competitive salary

• Healthcare reimbursement

• 20 days of PTO

We can’t wait to work with you and build something truly amazing together!