The Customer Success Manager - Onboarding and Operations Specialist is a key player on the Subtext Client Strategy team, responsible for creating a seamless customer journey. The ideal candidate will provide excellent customer service and ensure that every Subtext client has a successful experience with the product and service. This is a great opportunity to work on a fun team with a young company, and gain experience working with both large and small media, sports, and political partners.
The role:
- Responsible for onboarding new customers, communicating product value proposition, and driving platform adoption and retention
- Serve as post-sale client facing lead on communicating platform capabilities, product rollouts and new feature adoption
- Campaign reporting by processing qualitative or quantitative data and drawing insightful conclusions and proactive solutions
- Responsible for campaign recaps and reducing customer churn
- Strategize with customers for expanded use of Subtext that aligns with their engagement and revenue goals
- Produce product materials, trainings, blog posts, customer newsletters, and other product materials that will support our customers on the platform
- Work cross-functionally with marketing, sales, product, and dev teams on evolving customer workflows to accommodate growth
- Detect, translate and record customer’s product needs to help direct roadmap
What you’ll bring to the table:
- 3+ years in a customer or audience facing role
- You’re customer obsessed and a team player
- A self-starter with an entrepreneurial spirit
- You’re as strategic as you are someone who likes to execute and get the job done
- A clear internal and external communicator, who knows how to navigate the complexities of working with a remote team
- You prefer listening, over talking, and translating what you hear into actionable items for both our customers and the Subtext team
- Comfortable presenting and meeting with companies of all sizes and with multiple stakeholders
- A plus is having experience working with media, sports, and political partners
- Experience working with a B2B SaaS product is preferred but not required
Additional Qualifications:
- Familiarity with analytics and KPI tracking (some proficiency in analyzing data sets in excel is a plus!)
- Familiarity in developing client decks and presentation software (i.e. PowerPoint, Keynote)
- Prior copywriting and storytelling experience