Customer Success Manager II

The Customer Success Manager II is a mid-level, remote position responsible for building, maintaining, and growing customer relationships by providing website performance specialist services. The role involves managing customer accounts, providing product review reporting, and troubleshooting website issues.

Requirements

• Manage customer accounts across multiple OEMs
• Provide monthly product review (MPR) reporting and optimization recommendations
• Work with customers to analyze and review their digital performance in detail
• Complete website edits, and troubleshoot various issues or concerns
• Ensure strategy and customer’s KPIs are communicated, understood, and implemented
• Understand the customers’ business goals to anticipate future needs
• Prioritize, triage, and communicate resolution on escalated customer issues and requests
• Manage multiple accounts simultaneously, tracking the status of each project, and updating all stakeholders
• Assist business leads in driving customer retention and identifying business growth opportunities
• Work alongside support roles to assist with case management and ensure that response and resolution service agreement levels are met
• Complete various tasks assigned by leadership such as OEM project asks
• Assist in updating and creating knowledge base articles for the team on a consistent basis

Benefits

• Medical, dental and vision insurance
• Company matched 401K plan
• Flexible PTO + Sick Leave
• 6 weeks paid Parental Leave
• 8 Paid National Holidays
• Company-paid basic Life Insurance
• Voluntary supplemental Life Insurance
• Voluntary long-term/short-term disability insurance
• Voluntary Pet Insurance
• Optional Healthcare/Dependent Care FSA Account