Customer Success Manager
About Us
Refersion is a high-growth technology company helping brands and merchants in every industry transform the way they manage marketing partners; from affiliates and bloggers to influencers and brand ambassadors. Having processed $9.93B in orders in 2019, our performance marketing SaaS platform has a large and growing client base ranging from enterprise retailers to small and emerging businesses.
Founded in 2015, Refersion is headquartered in New York City, with a satellite office in Miami. While initially bootstrapped and profitable within two years, Refersion was acquired by Assembly in 2020 (backed by Providence Strategic Growth) and is making a significant investment in growing our collaborative, nimble, and curious team as well as our core technology.
We are a fully distributed workforce. We have collaboration and hot desk spaces in NY and Miami and are fully remote. All candidates are welcome to apply with the ability to work within the U.S.
Who We're Looking For
Our team members are exceptional communicators and passionate relationship builders. We are relentlessly focused on the success of our clients, promoting retention and developing customer loyalty. We manage the customer relationship throughout their journey with us, from initial integration, onboarding and continued training, responding to detailed support requests and deepening customer understanding of how our product can help them achieve their business goals.
The Customer Success Manager will have the opportunity to develop deep relationships and work with an assigned book of Refersion clients. Liaising with internal departments, you will be our clients’ key point of contact, addressing and resolving their issues, while benefiting from the support of our dedicated Customer Success, Product, and Engineering teams. The successful candidate will utilize their tremendous client management acumen to produce successful outcomes in a deadline-driven environment. With our expanding department and new CS initiatives, the ideal candidate will also play a key role in creating, maintaining, and building internal processes and workflows.
Responsibilities
- Main point of contact for assigned enterprise merchants. Responsible for developing and maintaining strong customer relationships
- Deliver high-touch interaction with clients, nurturing their growth, staying abreast of current developments, and proactively anticipating issues
- Analyze merchant data sets to identify trends, resolve issues, and help them achieve their milestones
- As a passionate customer advocate, work cross-functionally with engineering and other internal teams to resolve client problems with a sense of urgency
- As a strong manager, ensure all stakeholders (both internal and external) work in tandem to produce successful client outcomes in a deadline-driven capacity
- Conduct client optimization and check-in calls, training, and quarterly business reviews based on customers’ goals and strategies
- Perform thorough and insightful data analyses based on client KPIs
- Contribute to the development and improvement of department processes and workflow
- Minimum 5 years’ experience in account management focused on supporting SaaS solutions. eCommerce experience is a plus.
- Superior client management skills, taking complete ownership of client accounts, issues, success, etc.
- Excellent relationship-building acumen
- Knowledge of marketing space, especially performance, partner, affiliate, and influencer marketing
- Ability to manage full escalation process and perform a root cause analysis
- Outstanding communication skills and ability to work across teams to prioritize tasks
- Keen understanding of metrics with a passion for data-driven insights
- Fundamental understanding of web technologies
- Analytical and critical thinking with attention to detail
- Problem-solving and organizational skills are a must
- Positive attitude, personable, and comfortable working in a fast-paced, collaborative environment
- Eagerness to learn and Google what you don't know
- Well organized and able to establish documentation structures to communicate client status across the company
Bonus Points
- Advanced understanding of web tracking methodologies and web analytics
- Technical knowledge of how browsers render web pages, pass, and store data (e.g., cookies, session storage, SSLs, URL parameters, etc.)
- Previous experience in a sales role for SaaS company or previous experience communicating development specifications to developers
- Previous experience running affiliate or performance marketing programs
- Previous experience working with Looker, Tableau, Salesforce, or other data visualization tools.
- Ability to manipulate data in CSVs using pivot tables to create digestible insights
We're a small team of experts focused on working closely together. This means you will have a direct impact on any project that you work on and your success will be felt across the company and by your clients.
Some other perks include:
- Great benefits including, medical, dental, vision, and 401(k)
- Company-sponsored short term disability, parental leave, and sick leave
- Subsidized CitiBike and fitness memberships
- Autonomous work with flexible work hours
- $500 workspace reimbursement at hire
- Collaboration space conveniently located in midtown Manhattan and downtown Miami
- Virtual and in-person social and company events that foster a sense of community & connection
- Plenty of opportunities while we grow and scale
Diversity, Equity, Inclusion and Belonging at Refersion:
Refersion values diverse perspectives and experiences. We are committed to hiring a diverse community and fostering a culture where everyone is heard and belongs. We appreciate all aspects of diversity: gender identity, sexual orientation, ability, ethnic origin, social background, age, lifestyle, and more. If anything in this post resonates with you, we want to hear from you.