Customer Success Manager

Role Summary:

Paylode is expanding rapidly and looking for a part-time CS professional in LATAM who can support a CST time zone with EST and PST flexibility. This position is set as part-time with a path to full-time. Customer Success is at the heart of our company. At Paylode, we believe this role connects the world of our clients with the world of our product and value. This requires an interdisciplinary mindset, intellectual curiosity, excellent communications skills and a growth mentality.

About Paylode:

Paylode is the easiest way to launch, manage, and optimize the best Perks Programs for companies and their customers.

We believe that every company should provide additional value to their customers, and we are enabling this through our “no code” SaaS platform, which lets companies launch and manage a fantastic perks program in just a few clicks.

At the core of our platform is the Partnership Perks Marketplace, which today consists of over 900+ leading consumer brands that can be cross-promoted and cross-sold by companies (Paylode SaaS Clients) to their existing user base. Our software is a blessing for companies that want to partner with other brands in order to better serve their customers and add value to their existing service.

Paylode is an early-stage SaaS company, founded in 2020 and venture-backed by leading VC firms including Susa Ventures, Struck Capital, Day One Ventures among others. We are a team of 15 and growing quickly.

Role Description:

We are searching for a revenue focused Customer Success Lead. Must have B2B experience doing Customer Success Management -- including client Onboarding, Support, Retention, and managing a pipeline of expansion revenue. Additional experience in performance and affiliate marketing is highly preferred.

This role entails end-to-end ownership for our Customer Success program at Paylode. This includes:

• Onboarding new customers onto our Platform
• Bridge the gap between sales and customer support
• Ensure customers get fast time-to-value
• Keep clients engaged and regularly using the Paylode product
• Build customer stickiness and reduce churn
• Creating a strategy and success plan for each of our clients
• Interacting with our clients on a weekly basis, sharing updates
• Gathering product feedback and working with our product team to prioritize key feature requests and ideas
• Helping build out the Customer Success function at our company
• Being a hero for our clients and helping ensure their long-term success on the platform
• Negotiating renewal agreements
• Driving new expansion revenue by expanding clients’ usage of the platform

This person is responsible for building up the Customer Success program at Paylode while collaborating with the team to rapidly grow the company.

Requirements:

We value team members with an ownership mindset and work autonomously in a remote environment. We are a team of people who get work done in an energized, productive and positive way.

• Ownership mindset
• Proactive
• Minimum 3 years of CSM SaaS experience
• Strong organizational and presentation skills
• Strong soft skills
• Clear understanding of performance marketing and affiliate marketing
• Skills in project management, email marketing, campaign management and design

Interview Process

We operate with speed and the interview process at Paylode is no different. Below is our standard interview process meant to be efficient and succinct.

• Initial introductory interview
• Personality test
• Meet the CEO
• Meet the team

Salary Range

*20 hrs/week
*$1,400 - $1,600USD per month