Customer Success Manager- US/Canada (Remote)

Maker is a dynamic startup headquartered in the San Francisco Bay Area, CA, focused on transforming online retail experiences through innovative technology. As a Customer Success Manager, you will build trusted relationships with clients, coordinate onboarding, and develop strategies to enhance conversion rates and customer engagement.

Responsibilities:

• Build a trusted relationship with our clients, serving as their primary point of contact at Maker
• Coordinate implementation, onboarding and training to ensure smooth communication between the client and the Maker team
• Develop and execute CRO strategies by analyzing customer data, identifying conversion bottlenecks, and recommending optimizations
• Monitor key performance metrics related to conversion rates, engagement, and retention, and provide insights to improve digital experiences on customer's websites
• Set up and leverage A/B testing and experimentation to help clients optimize web content for improved user engagement and higher conversions
• Communicate with our clients across a variety of channels, like Slack, Zoom, Intercom, etc
• Strategically manage account escalations & provide timely resolutions
• Optimize existing business processes and work on customer success initiatives to improve retention
• Identify opportunities for upselling and cross-selling, enhancing customer experience and maximizing ROI through better engagement strategies

Requirements:

• 5+ years of proven Customer Success experience working in a SaaS or a Martech company
• Experience with Conversion Rate Optimization (CRO), A/B testing tools
• Strong analytical skills with the ability to interpret data using tools like GA4 or similar tools
• Experience working with Google Analytics, Hotjar, Optimizely, VWO, or other CRO tools is highly preferred
• Experience with eCommerce platforms like Shopify is a plus