Customer Success Manager en Sur

Description

As a Customer Success Manager you will act as a strategic partner to our customers. In this role, you will be responsible for ensuring that our customers have a positive experience with our products by providing strategic guidance, proactive engagement, and overseeing their journey from onboarding to renewal.

Responsibilities:

• Act as the primary point of contact between our customers and our internal teams (Sales, Product, and Support) to ensure effective communication and collaboration.
• Provide strategic support and guidance to our customers by answering product-related questions, creating educational resources, and training them on best practices.
• Collaborate with our Sales team to identify expansion opportunities and ensure seamless handoffs.
• Oversee customer health and engagement efforts, such as business reviews, onboarding plans, and case study generation.
• Develop a deep understanding of our products and customers’ goals to ensure that our solutions are tailored to their business needs.
• Work with our Product team by acting as the "Voice of the Customer" to ensure that our products meet market needs and maintain high quality.
• Continuously monitor account usage and industry trends to identify opportunities for value realization and churn prevention.

Requirements

• C1 English or equivalent
• 3+ years of experience in a Customer Success or Account Management role (SaaS preferred).
• General understanding of email marketing, data quality, or SaaS platforms.
• Excellent communication and collaboration skills to effectively bridge the gap between customers and internal teams.
• Proven ability to manage a book of business and competing priorities in a fast-paced environment.
• Experience with retention strategies, upselling, and customer onboarding is preferred.
• Ability to think strategically to properly prioritize tasks and drive customer outcomes.

Nice to Have: Email and Deliverability Domain

• Practical understanding of email deliverability fundamentals including reputation, mailbox provider behavior, and bounce or deferral handling.
• Familiarity with email authentication and DNS concepts including SPF, DKIM, DMARC, and MX or TXT records.
• Understanding of SMTP mechanics such as handshakes, response codes, and safe retry strategies.
• Experience identifying and handling low-quality or risky email data such as disposable, role-based, typo, or catch-all addresses.
• Experience building safeguards around email data handling including redaction, privacy controls, and non-production send protections.
• Comfort using AI-assisted development tools responsibly while maintaining strong engineering judgment, code quality, and test coverage.

Benefits

• Base Salary: $2400 to $2600
• Unlimited PTO
• Holidays: US or local