Customer Success Manager

Customer Success Manager Job Description Company: Podcast Pros Job Title: Customer Success Manager Location: Remote (virtual) Position Type: Full-Time Reports To: CEO Hours: Flexible schedule with 9 AM - 1 PM ET Mandatory Core Business Hours Podcast Pros offers podcast production and management for B2B Service providers as an outsourced turnkey service with a unique process. Through a robust set of processes that not only keeps the podcast\'s guest pipeline consistently full but also efficiently distributes the generated content in multiple formats. Post-recording, guests are invited for briefings, and they continue to receive regular updates long after their appearance. The process is proprietary and is intended for customer acquisition. 1. Position Overview We are seeking a dedicated and proactive Customer Success Manager to join our team. This role is crucial in ensuring that our clients receive outstanding service and support throughout their journey with us. The ideal candidate will be a master at building relationships, managing client expectations, and driving client satisfaction. 2. Key Responsibilities Serve as the primary point of contact for clients, ensuring clear and effective communication Handle the individual client onboarding process from orientation all the way to ongoing production, where the client is handed off to the production team Understand client needs and objectives, and tailor solutions to meet those needs Proactively manage client expectations and address any issues or concerns Develop and maintain strong, long-lasting client relationships, resolve conflicts Utilize HubSpot CRM to manage tasks and guest relationships effectively Use Monday.com for project management Create support materials, onboarding videos, screenshots, SOPs, software feature descriptions, and newsletters for the customer base Develop instructional videos and visual aids to assist users in navigating the platform and assist in onboarding effectively Collaborate with internal teams to ensure timely and successful delivery of solutions according to client goals Monitor and report on client satisfaction, identifying areas for improvement Continuously seek opportunities to enhance client experience and foster client loyalty Comfortable calling out clients and team members in a respectful but firm manner Create testimonials & win referrals 3. Qualifications 2-4 years of customer experience (customer service, coaching/consulting, account management, etc.) Startup Environment Experience : Proven track record working with startup companies, understanding the unique challenges and rapid growth dynamics Experience in start-ups, especially tech or marketing/advertising agency start ups Deep working knowledge with HubSpot, Slack, Zapier and Calendly Familiarity with Monday.com for project management High comfort level in utilizing technology tools for increased productivity and customer satisfaction Detail oriented, process driven approach to problem solving Proven experience in client relationship management or a related field Excellent English communication and interpersonal skills Strong problem-solving abilities and attention to detail Ability to manage multiple client accounts and projects simultaneously Proactive and results-driven mindset Familiarity with marketing and business development principles is a plus Extroverted, probably even look for certain personality type or profile WHY WORK FOR PODCAST PROS Impactful Work Be the face of Podcast Pros for clients, directly shaping their success Transform client relationships into long-term partnerships and referrals Guide B2B leaders through innovative podcasting strategies Make measurable impact on client retention and satisfaction Professional Growth Develop advanced client management and consulting skills Master cutting-edge CRM and project management technologies Opportunity to advance to Senior CSM or Head of Customer Success Direct exposure to diverse B2B industries and business models Company Culture Innovation-Driven: Implement creative solutions to enhance client experience Results-Oriented: Focus on client outcomes and measurable satisfaction Pride in Excellence: Build relationships you\'re proud of Remote-First: Flexible environment supporting work-life balance Work-Life Integration 100% remote work from anywhere Flexible schedule with only 4 hours of mandatory core hours (9 AM - 1 PM ET) Results-focused culture, not hours-based Collaborative team without micromanagement Competitive Advantages Work directly with thought leaders and industry experts Unique learning opportunities through exposure to diverse business models Be part of a growing company with advancement opportunities Proprietary processes that give you competitive edge in the industry WORK ENVIRONMENT 100% Remote: Work from anywhere with reliable internet Flexible Schedule: Results-oriented with 9 AM - 1 PM ET mandatory core hours Collaborative Culture: Regular team coordination across departments Fast-Paced: Startup environment managing multiple client relationships simultaneously Client-Focused: Direct interaction with B2B service provider decision-makers Digital-First: Cloud-based CRM, project management, and communication tools Relationship-Driven: Building long-term partnerships with clients Application Requirements Please submit your application including: Resume highlighting relevant customer success and relationship management experience Cover letter detailing your experience with HubSpot and client onboarding Examples of client success stories or case studies you've managed Professional references from previous customer success or account management roles We are an equal opportunity employer committed to diversity and inclusion in the workplace. For more information about Podcast Pros, visit our website or contact our HR department. Note: This refined description retains the core responsibilities and requirements while removing extraneous boilerplate and disjointed sections from the original posting. #J-18808-Ljbffr