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Customer Success Manager

The Futures App

The Futures App

Administration
Los Angeles, CA, USA
Posted on Tuesday, September 19, 2023

Job Description:

The Futures App, Inc is a fast-growing sports tech start-up searching for flexible go-getters who welcome the challenges of a growing business. We’re specifically looking for a customer success specialist who will roll up their sleeves and lead from the trenches. As a key member of the leadership team, the specialist will help craft our customer-success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, the candidate should have relevant digital or advertising experience and a track record of analyzing and optimizing campaigns.

Objectives of this Role:

  • Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction
  • Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
  • Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team
  • Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
  • Maintain existing customer-success metrics and data as directed

Responsibilities:

  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
  • Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
  • Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables
  • Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
  • Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement
  • Work with sales and marketing teams to boost customer referrals and develop case studies

Outcomes:

  • Onboarding. We want customers who sign with us to get up and running as fast as possible. You will create an onboarding playbook that results in 90% activation of all players within two months.
  • Product usage is steady. We have a way to track how our customers are using our product and can ensure they know how to use and are utilizing all areas. Average of 50% MAU among a customer’s players.
  • Customers have a place to ask questions and deal with issues. We will have created a knowledge and support process where we’re responsive to customers and leave them feeling happy. [>45 NPS] (avg for saas is 40)
  • The customers we’ve signed continue to be happy customers for years. A renewal rate of greater than 90% of all accounts and greater than 100% of all revenue that is up for a renewal

Required Skills & Qualifications::

  • Three to five years of experience in sales, account management, or customer success
  • Strong skills in verbal and written communications, strategic planning, and project management
  • Analytical and process-oriented mindset
  • Ability to work effectively across multiple departments in a deadline-driven environment
  • Active team player, self-starter, and multitasker who can quickly adjust priorities
  • Nice to have: have played a team sport at a high level, especially baseball or softball

Preferred Skills & Qualifications:

  • Bachelor’s degree or equivalent
  • Knowledge of HubSpot and project management tools

Fill out Your Information Below:

  • https://forms.gle/iDbM97c1s6Eaq9yx5