Customer Success Manager (CSM)

Promenade Group is a mission-driven company empowering local businesses with innovative solutions. They are seeking a Customer Success Manager to deliver value to their floral partners by fostering relationships, ensuring customer retention, and driving product adoption.

Responsibilities:

• Take ownership of a book of business, ensuring that all your clients receive the value they expect from Promenade
• Maintain high retention and build trust and rapport with your book of business
• Drive adoption of our Point-Of-Sale system, Dashboard features, and other elements of Promenade’s offerings
• Identify opportunities for upsell and expansion, and take action to capture those opportunities
• Handle support requests from your book of business via email and phone
• Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team
• Acting as an advocate for Promenade’s partners and providing them with outstanding service while resolving issues in a timely and efficient manner
• Identifying trends and inefficiencies to enhance the support process and improve the user experience
• A product evangelist! Helping partners use our Promenade products to change the way local businesses connect with their community

Requirements:

• At least 1 year of experience in a Customer Success role where you were responsible for retention of a dedicated book of business
• Empathetic and driven personality
• Ability to solve complex problems with grace and gusto
• Balance a competitive nature with being a team player
• Ability to work well under pressure and be comfortable with ambiguity
• Ownership of a book of business, ensuring that all clients receive the value they expect
• Maintain high retention and build trust and rapport with clients
• Drive adoption of Point-Of-Sale system, Dashboard features, and other offerings
• Identify opportunities for upsell and expansion, and take action to capture those opportunities
• Handle support requests from your book of business via email and phone
• Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team
• Act as an advocate for Promenade's partners and provide outstanding service while resolving issues in a timely and efficient manner
• Identify trends and inefficiencies to enhance the support process and improve the user experience
• Be a product evangelist, helping partners use Promenade products
• Bilingual in Spanish
• Natural people person and relationship builder
• Passionate about serving small businesses and being part of a growing startup
• Tech savvy and can quickly pick up sales/support tools such as Salesforce, Confluence, and proprietary systems
• Excellent communicator, both in writing and over the phone
• Friendly, optimistic, and have a caring demeanor
• Adept at working well in a start-up environment