Customer Success Manager (SaaS)

Hi 👋

We're Panoramata.co: we're helping companies track their competitors' digital marketing strategies.

We're a small company at an early stage—with all the good sides: we're a small team, and we're happy to work together every day. We're profitable, growing, inventing something new, and making sure we can keep tens of thousands of clients happy and informed on what's happening in their market. 

As we're growing, our platform is improving every single week and more and more clients are joining us. We're looking for someone to join as a Customer Success Manager, which will be a new strategic position within our team. We're a 100% remote-first company: the position is fully remote and offers full flexibility at the same time. 

Why YOU should apply

This is a unique opportunity to come and build with me our CS team, make thousands of clients happy, and join a growing profitable business. You'll work directly with me and you'll be able to have a direct impact on the company's future: if you're looking for a role where you can have an impact, and help businesses around the world in a friendly work environment, you're in the right place.

You'll learn a ton, have room to grow professionally into your dream job, with a high degree of autonomy and the means to take ownership of your work.

You'll have a direct impact on our company and on the businesses we work with, which love to use the platform every day. You'll be able to work with entrepreneurs, agencies, small and large businesses at the same time, from all over the world. 

Who We're Looking For

As a Customer Success Manager, you're primary task will be assisting prospective and existing customers by demonstrating and explaining how businesses can improve their own marketing strategy thanks to Panoramata. Your goal will be to make sure that our clients are getting the most out of the platform, and that new users in the trial are seeing all the value to then become customers.

We're a small company: you should like to get outside your comfort zone, be resourceful and, and like to learn new things. This is a strategic role for us: Besides me, you'll also work with our team, dedicated to helping you deliver a great customer experience. 

Responsibilities and Day-to-Day

We're a small team with great ambitions, and we give ourselves the means to achieve our goal. I'm looking for someone who wants to grow professionally and who's not afraid of change. However, this is not a technical role - if you're familiar with digital marketing and thriving to help companies do better, you'll be in the right place.

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

1. Onboarding meetings with prospects or clients  

2. Ongoing relationship management and customer success

3. Side projects 

4. Customer support 

Onboarding meetings with prospects

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 and show them how to be successful with the software so they continue 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. 

You'll have the joy of delivering a new feature for a specific client in a matter of days (and it's delightful).

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 interests, 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 or written content for blogs and social media

• Create training videos

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

• And more!

Customer support 

Another (small) part of the role while not in meetings or conversations with customers is providing support. This is not going a large part of your day-to-day, but you might handle questions or attend video meetings with large accounts.

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 marketing-savvy. You don’t need to be a marketer, but you should know the difference between an Instagram vs. TikTok Ad, and what's a Welcome Flow.

• 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're rigorous and able to prioritise your workflow efficiently.

• 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 marketing platforms such as Mailchimp, Klavyio or Shopify

• Experience in a marketing team and/or marketing company

Benefits of Joining Our Team

• Fully remote, full-time role

• Flexible, async schedule (covering most 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

• 24 days of PTO

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

Panoramata asks respectfully to only apply through the application form and not email/apply to them directly. Recruiters and Agencies please do not contact Panoramata directly.