Customer Success Manager

Customer Success Manager

We are seeking a dedicated Customer Success Manager to join our dynamic team. In this role, you will ensure that each client (which are brands) receives outstanding service and be the voice of the client in all internal meetings. Your primary responsibility will be to coordinate and manage the client experience and campaign scope; ultimately delivering content from our Creative team for the client project engagements. The ideal candidate will have critical thinking and problem solving skills, while also being willing to roll up their sleeves to lend a hand at any level needed. Ideally, the candidate has aspirations to become a Customer Success or Campaign Manager. This role will focus on our flagship project, Leaf VIP, and also grow into our other retail verticals in Beauty, Alcohol, and Sporting Goods.

As a Customer Success Manager for Leaf VIP, you will…

• Ensure timely delivery of customer deliverables, ensuring thorough review of content (marketing collaterial - videos, sell-sheets, infographics, presentations)
• Proactively surprising and delighting customers with new insights
• Set and meet campaign deadlines with clients
• Run daily creative meetings assign tasks to the creative team
• Act as a liaison between clients & internal teams at Leaf (Sales, Ops, Engineering, and the Creative)
• Manage campaign postings for Leaf and clients
• Complete monthly and quarterly customer newsletters
• Set client call agendas and send them
• Take notes in client calls and provide recaps
• Quick follow up with clients, manage calendars, etc
• Coordinate with the creative team for on-time deliverables
• Administer and coordinate Asana boards
• Respond to and resolve user tickets
• Manage target and custom lists
• Assist with budget management and voiceover talent coordination
• Responsible for effective communication with customers, both written and verbal.

What you bring...

• Any coordination experience whether in sales, customer success, agency, or creative teams
• Experience managing the Creative process (working with Creative teams in delivering client items such as Videos, One-Pagers or other marketing collateral)
• Excellent communication, facilitation, and interpersonal skills
• Strong attention to deadlines and budgetary guidelines
• Strong organizational skills and next-level attention to detail
• Proven success working with all levels of management
• Experience in coaching project team members to strengthen their abilities and skill sets
• You’re passionate about technology and building a business
• You’re organized, highly adaptable, and have good communication on all channels (email, text, Slack, etc.)
• Be able work autonomously and collaboratively

Qualifications:

Bachelor's Degree or equivalent
Experience in Customer Support, Campaign Management Customer Satisfaction, and Customer Service
Marketing Campaign Management & Creative Process Experience
Skilled in reviewing content, media, videos, overall customer deliverables
Strong analytical skills to analyze customer data and recommend improvements
Excellent communication skills, both written and verbal
Ability to multitask and prioritize effectively
Bachelor's degree in Business Administration, Marketing, or related field
Experience in the retail industry is a plus
Proficiency in Microsoft Office Suite and CRM software

Job Details:

This is a remote position with a preference for candidates that can be hybrid in the Miami, FL area. The salary range for this role $45,000-$65,000 depending on experience & location.