Customer Success Manager
Smartrr is building a billing engine that allows businesses to serve subscription customers in a manner that is intuitive for both businesses and their customers.
It’s no accident that in spite of the recent explosion of interest, subscriptions are still an under-explored region of the eCommerce landscape. Subscription billing is fundamentally a challenging technical problem, largely because each subscription is a smart contract to be tended to and cared for rather than a single transaction to be used and forgotten. A relationship, rather than a fling. This extension of the transaction-point into transaction-line not only adds to the usual pressure of “Getting It Right” with other people’s money, but also opens up realms of features pertaining to up-sells, discounts, swaps, and other mechanisms by which to minimize customer frustration and increase retention.
About the Role:
Smartrr is expanding quickly and we're looking for team members to join our revenue team!
Smartrr is building a revolutionary product in the e-commerce space, and members of our revenue team will be acting as the face of the company as we go on this journey, selling to D-to-C shops in all verticals, as well as working directly with some of the country’s top agencies.
As an early member of the team, you will have a huge hand in developing the client experience strategy and product roadmap at Smartrr. We believe in a consultative and client centric sales approach, providing solutions to shops who reach out to us seeking a better solution. You will become an expert on all things subscription and memberships, guiding stores to creating a better buying journey all in an effort to improve their subscriber retention, increase upsells, and more.
Looking to have a major role in the growth of a company? Love meeting clients and helping them find the best solution for their needs? Have an interest in e-commerce? Want to work with some of the coolest brands in D-to-C? Smartrr might be the place for you!
Responsibilities:
Lead post-sale the engagement, retention, and growth of your customers partnered closely with the Account Executive and Engineering team
Create policies + procedures for staff to adhere to in their client relationships
Advocate for clients by communicating their needs/feedback to the team
Keep clients updated on product development and find organic upsell opportunities
Facilitate demos and training for new features
Engage in proactive problem resolution, checking in with clients frequently and building loyalty
Work with brands on Smartrr on an ongoing basis, making sure they are taking advantage of all that Smartrr has to offer.
Become a liaison for our clients and our engineering team throughout onboarding and beyond
Develop and maintain relationships with your clients
Meet and exceed success targets and KPIs
About You:
3+ years of experience in a client-facing role with a technical product (experience in e-comm is a plus!)
Polished professional who leads by example, is team-oriented and self-motivated, and has strong ownership over their responsibilities
A solution-oriented professional who is client-focused
Outstanding communication and presentation skills
Entrepreneurial mindset with a "get it done" attitude
Process oriented data driven professional
Benefits:
Competitive salary
Company stock options
Medical, vision and dental health plans
401k plan (with a match!) and commuter benefits
Perks: Matched 401k, commuter benefits, One Medical membership, team outings, and more!
Smartrr is backed by some of the world's most prominent angel investors and venture capital firms.