The MetaRouter Customer Success Manager (CSM) is responsible for ensuring the best possible customer and partner experience. A CSM is a critical part of our Customer Experience Team, working to enable customer growth, satisfaction, and product loyalty. They are facilitators and problem solvers focused on building relationships internally and externally. As a CSM, you will work directly with the MetaRouter Solution, Growth, and Product teams to advocate and champion client needs and leverage client insights to drive impactful iterations of our overall product suite.
Core Responsibilities
- Function as the day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and maintaining useful documentation.
- Facilitate interaction and workflow between internal and external project team members, including third-party service providers to meet deliverables, solutions for blockers, and find future areas of partnership.
- Build and sustain relationships with identified accounts by becoming a trusted advisor to decision-makers and executive buyers.
- Respond professionally and promptly to customer, partner, and vendor questions or concerns.
- Identify, collaborate, problem-solve, and/or strategize customer challenges and advise better solutions.
- Be the internal advocate for customers providing client feedback to our product teams.
Qualifications and Experience:
- 5+ years of experience in customer success, account management, or similar roles
- Ability to communicate technical documentation, data, and analytics in an approachable manner to non-technical clients
- Strong customer-facing skills
- Strong organization, note-taking, and attention to detail are a must
- Experience working with enterprise clients
- Experience building and maintaining a customer onboarding program
- Excellent written and verbal communication skills
- Experience with Tag Management platforms such as Tealium, GTM, Segment, etc. is preferred
- Experience working with software teams is preferred
- General understanding of Analytics and Reporting use cases, especially for eCommerce websites
- General understanding of Internet Technologies, specifically concerning web and marketing apps
- Ability to read and understand at a high level: YAML, JSON, Javascript, and Lua preferred
Evaluation Metrics
Your effectiveness will be measured against the following categories in priority order:
- Client Satisfaction Ratings through surveys and feedback
- Successful coordination of project timelines
- Accuracy and fit of Projects scoped to Client Needs
- Time-to-response and time-to-resolution of customer needs, requests, and concerns
- Ability to listen and proactively engage with customer problems in a way that improves the customer experience and MetaRouter value to the customer.
- Low reliance on external resources for information gathering in supporting the success of the client
Employment Details
- Job Type: Full Time
- Location: Fully Remote or Denver, CO
- Salary Range: $90-135k
Benefits
- Equity Available
- Health/Dental/Vision/Insurance
- 401(k)
- Unlimited Vacation Policy
- Fully Remote (US)
