Customer Success Manager (CSM)

Promenade Group is a mission-driven company empowering local businesses with products and services that allow them to thrive online and offline. They are seeking a Customer Success Manager to deliver value to their floral partners, build relationships, and ensure strong customer retention.

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
• Loves solving complex problems with grace and gusto
• Balances a competitive nature with being a team player
• Works well under pressure and is comfortable with ambiguity
• Takes ownership of a book of business
• Maintains high retention and builds trust and rapport with clients
• Drives adoption of Point-Of-Sale system, Dashboard features, and other offerings
• Identifies opportunities for upsell and expansion
• Handles support requests via email and phone
• Triages incoming support issues and accurately diagnoses them
• Acts as an advocate for Promenade's partners
• Identifies trends and inefficiencies to enhance the support process
• Excellent communicator, both in writing and over the phone
• Friendly, optimistic, and has a caring demeanor
• Adept at working well in a start-up environment
• Bilingual in Spanish is a big plus!
• Tech savvy and can quickly pick up sales/support tools such as Salesforce, Confluence, and proprietary systems