Customer Success Manager

simpleshow, the global market leader for explainer videos, is looking for a Customer Success Manager (CSM) to join our team. Our CSMs partner with Enterprise/Fortune 5000 clients to maximize their experience with our video maker product and associated services, ensuring that the client sees value and ultimately renews.

Our award-winning software clients include Google, Facebook, Netflix, Dell, Mercedes Benz, J&J, Netflix, and hundreds more. These clients will look to you for inspiration on how to better communicate through video with their colleagues and become an Explanation Expert.

**About this role**:
The Customer Success Manager serves as the primary point of contact throughout the client relationship. CSMs conduct client onboarding, host regular status meetings, respond to ad hoc support requests, facilitate the renewal process, and provide ridiculous customer service. All while positioning the value of video maker and highlighting ROI.

The CSM will also serve as the client advocate within simpleshow, communicating client expectations to the product team, coordinating resources from our full-service Creative team, and escalating potential concerns to leadership appropriately.

This is a fully remote opportunity, supporting our APAC operations based in Singapore. This role is open to applicants based anywhere in Asia. This particular role will support our clients in Singapore, Australia, Hong Kong and Malaysia

**In this role, you can expect to**:

- Build trusted relationships with customers and help them get the most out of the product this includes but is not limited to; answering technical and content-based questions by telephone, video-conferencing, or webinars
- Train our clients to become explanation experts; empowering them to simplify their message and get the most out of the video maker tool
- Remain up to date on client usage data and health
- Own the client and renewal opportunity data in Salesforce, ensure accuracy of data and manage the renewal process
- Master the art of managing multiple projects at a time while respecting different deadlines
- Provide ‘ridiculous customer service’ - we care about our customers and their experience, and our CSMs become trusted advisors in their communication needs
- Stay up to date with the latest features and interface enhancements that will benefit the customer
- Provide creative writing and visualization support for video project creation

**You are a good fit if you have**:

- Experience working in a client-facing role, namely account management or customer success experience, or other closely related work experience
- Experience managing account renewals
- A proven record of driving customer satisfaction and enhancing the client experience
- SaaS experience and working knowledge of software products
- Bachelor’s degree or equivalent
- Strong computer skills and proficiency in Google Workspace, Excel, and other word processing tools; prior knowledge of SalesForce or another CRM is preferred
- Experience working with a Customer Success Management platform/software is a plus
- Ability to be self-motivated, highly organized, and have a positive attitude and professional demeanor
- Exceptional written and verbal communication skills, analytical skills

**How We Support You**
- Competitive salary, based on experience including commission and bonus
- Excellent healthcare benefits options
- Paid maternity/paternity/adoption leave
- We will train you to become a rock star explainer - it’s that simple
- You will be given access to tools to help you grow your client base and explore new sales opportunities
- We are successful because our clients keep coming back; refer us to their colleagues, family, and friends
- An international environment and access to a global community of colleagues, brands and opportunities in Europe and US.
- Real challenges and long-term perspectives
- A casual and open atmosphere with a results-driven mentality and flat-hierarchy
- We like to have fun when we are working, get creative, and we are a talented team that appreciates work-life-balance. As we see it, a happy you, is a productive you

**Salary**: From $3,000.00 per month

**Benefits**:

- Dental insurance
- Flexible schedule
- Food allowance
- Health insurance
- Parental leave
- Professional development
- Work from home

Schedule:

- Monday to Friday

Supplemental Pay:

- Commission pay
- Performance bonus
- Yearly bonus

**Education**:

- Bachelor's or equivalent (required)

**Experience**:

- CSM: 2 years (required)