Customer Success Manager

Zen Den is a creative design and WordPress development agency specializing in the Cannabis Industry. The Customer Success Manager will serve as a primary point of contact for clients, ensuring they receive timely support and exceptional experiences while also identifying opportunities for additional services and improvements.

Responsibilities:

• Serve as a primary point of contact for clients, ensuring they receive timely support, clear communication, and an exceptional overall experience
• Partner with developers, designers, and marketers to scope, prioritize, and complete client requests
• Utilize and maintain systems within Monday.com, HubSpot, and other internal tools to ensure projects, communications, and client records remain accurate and organized
• Identify opportunities to improve workflows, documentation, and operational processes that help the team work more efficiently and consistently
• Build and maintain internal and client-facing documentation, training materials, and knowledge resources
• Proactively identify opportunities for clients to benefit from additional services, website enhancements, or marketing initiatives, and collaborate with the sales team when appropriate
• Monitor client satisfaction and engagement, helping ensure long-term retention and success
• Act as the voice of the customer by communicating feedback, recurring challenges, and opportunities for improvement to the broader team

Requirements:

• Excellent written and verbal communication skills. As a distributed team, clear, professional, and proactive communication is essential
• Strong organizational and time management skills, with the ability to manage multiple client relationships, projects, and priorities simultaneously
• Experience working within CRM and project management platforms such as HubSpot, Monday.com, or similar systems
• A self-motivated work ethic with the ability to take ownership of tasks, solve problems independently, and follow through to completion
• A systems-oriented mindset with an interest in improving processes, documentation, and operational efficiency
• Curiosity and a desire to learn. Technology, digital marketing, and WordPress are constantly evolving, and successful team members stay adaptable and continue developing their skills
• Strong WordPress experience, including managing website content, troubleshooting issues, working with plugins, and understanding common website integrations
• Technical aptitude and troubleshooting skills, including the ability to investigate issues, identify root causes, document findings, and collaborate effectively with developers on more complex solutions
• Experience supporting websites, digital marketing initiatives, e-commerce platforms, or client-facing technology solutions
• Experience working in a customer-facing role, including client success, account management, support, onboarding, or training
• Experience working within project management and CRM platforms such as Monday.com, HubSpot, Asana, ClickUp, or similar tools
• Familiarity with digital marketing concepts including SEO, email marketing, lead generation, conversion optimization, and website analytics
• Experience using marketing and reporting tools such as HubSpot, Google Analytics, Google Search Console, or similar platforms
• Strong troubleshooting and problem-solving skills, with the ability to break down complex issues into actionable next steps
• A solid understanding of web technologies including HTML, CSS, JavaScript, APIs, DNS, web hosting, and website integrations
• Experience supporting WordPress websites, e-commerce platforms, or other content management systems
• Experience working within an agency environment or managing multiple client accounts simultaneously
• Familiarity with the cannabis industry, highly regulated industries, or emerging markets