Remote Customer Success Manager

Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9), HST (UTC -10), AST (UTC -4), NST (UTC -3:30)

✨ Highlights
MemberSpace is a SaaS that adds a membership paywall to any part of an existing website.
We are a bootstrapped and profitable company.
Our team is 100% remote.
Looking for a full time Customer Success Manager (CSM) who mostly overlaps with our core working hours of 10am to 6pm ET.
You must be able to write and speak very clearly in English.
This role requires moderate experience (3+ years).
Competitive salary with future bonus/raise opportunities.
 

✨ The Role
As our first Customer Success Manager, you will be the bridge between our customers and our product. Initially you will work with the co-founders to help build internal processes and systems for our internal CSM functions. Eventually you’ll be responsible for driving long-term customer satisfaction and retention. This role will involve working closely with both customers and internal teams, providing feedback, and ensuring the smooth delivery of our solutions.
 

✨ Key Responsibilities
Develop Internal Systems:  After learning how our business functions, work with the co-founders to develop a customer health score, daily processes, and KPIs that future CSMs can integrate into.
Relationship Building: Develop and maintain strong relationships with star customers, acting as the primary point of contact.
Customer Retention: Monitor customer health metrics, provide assistance, and identify opportunities to improve customer retention and satisfaction.
MRR Retention: Proactively grow contract value with higher tier plans, ensuring that customers are engaged and see continued value in our product.
Total Revenue Retention: Proactively grow overall revenue from customers (MRR + transaction fees), ensuring that customers see the long term value for their business.
Customer Training: Provide as needed  product training and education to ensure customers fully understand and use our solution effectively.
Customer Feedback: Act as the voice of the customer internally by providing feedback to our product and development teams to help improve the product offering.
Problem Solving: Work with customers to resolve issues, ensuring a high level of customer satisfaction.
Reporting: Track and report on customer success metrics and KPIs to measure success and identify areas for improvement.
 

✨ What We’re Looking For
3+ years of experience in customer success, account management, or a related role in a SaaS or software company.
Proven track record of building strong customer relationships and driving customer satisfaction.
Strong problem-solving skills and the ability to think strategically about customer needs and solutions.
Excellent communication skills: verbal, written, and face to face Zoom calls.
Ability to work independently, manage multiple clients, and prioritize tasks effectively.
Experience using customer success tools and CRM systems
A passion for helping customers succeed and a proactive, positive attitude.
 

✨ Key Benefits
Salary for this role is $90,000 USD
20 PTO days plus 13 federal holidays
Costs covered for continued learning opportunities, software, and equipment you may need to do your job
We pride ourselves on being a low-stress and calm company with very few meetings
Up to 100% premium coverage for medical, 100% coverage for dental and vision
4% matching 401(k)