Customer Success Manager

Summary

Stay AI is a subscription-focused company serving consumer packaged goods brands with acquisition and retention expertise. The Customer Success Manager will support enterprise and mid-market merchants by providing strategic guidance, managing client relationships and success plans, and helping customers grow subscription retention, revenue, and customer experience.

Responsibilities

• Have a deep focus on Customer Satisfaction. Continuously monitor and enhance the customer experience by proactively identifying and addressing any issues or opportunities for improvement
• Set and manage client expectations, developing a detailed success plan, defining the scope of the relationship, understanding project risks and assigning team members to specific tasks
• Own the relationship with our enterprise and mid-market merchants, acting as a strategic partner who identifies opportunities to level up their subscription program and drives measurable growth in retention, revenue, and customer experience
• Communicate thoughtfully, providing answers to both technical and non-technical questions
• Contribute to a positive team environment of collaboration, customer empathy, equality and inclusion

Skills

• 3+ years of experience in customer success working with enterprise level accounts, ideally in a SaaS environment
• Experience working within digital marketing and preferably within the Shopify ecosystem
• Excellent project management skills with an emphasis on attention to detail, timelines, and quality of work
• Effective collaboration skills as this role works with other teams including Sales, Operations, Product, and Customer Success
• Ability to research, analyze and provide solutions to newly identified issues
• Excellent communication skills via phone, video conference and email
• Curious and eager to learn
• You are adaptable to change and have comfort with ambiguity at an early stage startup
• This position is not eligible for visa sponsorship
• Previous experience with retention marketing is not required but preferred; bonus points if you've worked with Klaviyo, Postscript, or Attentive

Qualifications

Must Haves

• 3+ years of experience in customer success working with enterprise level accounts, ideally in a SaaS environment
• Experience working within digital marketing and preferably within the Shopify ecosystem
• Excellent project management skills with an emphasis on attention to detail, timelines, and quality of work
• Effective collaboration skills as this role works with other teams including Sales, Operations, Product, and Customer Success
• Ability to research, analyze and provide solutions to newly identified issues
• Excellent communication skills via phone, video conference and email
• Curious and eager to learn
• You are adaptable to change and have comfort with ambiguity at an early stage startup
• This position is not eligible for visa sponsorship

Nice to Haves

• Previous experience with retention marketing is not required but preferred; bonus points if you've worked with Klaviyo, Postscript, or Attentive

Benefits

• Remote-first company
• Annual offsite retreats in Park City or Mexico