CSM Manager

4 weeks ago

London, United Kingdom Carta, Inc. Full time

Ensure the overall success of customer accounts; Create tailored and consistent communications (at scale) to increase engagement i.e. recorded training sessions, success play-books, campaigns.
Use data analysis to plan campaigns that are strategically targeted to the persona, segment and life-cycle stage of the customer. Quickly build consultative relationships with key stakeholders through targeted emails, short videos, webinars, and conversations.
Proactively reach out to customers to support, educate and maximize the value customers get from our product; leveraging automation tools that will aid our digital strategy to engage with a large book of business.
Identify growth opportunities through data analysis and value-driven conversations; Respond to day-to-day (customer success-related) queries via our customer success inbox such as queries relating to their account / subscription and billing.
Price customer renewals and handle the renewal communications with the ability to navigate any pushback due to commercials.
We strive to provide a best in class service and an incredible experience for each and every customer. This is a fantastic opportunity to kick start or grow your career in Customer Success; You will be reporting into our Customer Success Lead, Rosie, and together, you will own the overall relationship of our SMB customer base, which will include: increasing platform adoption and engagement, ensuring retention and ongoing satisfaction.
Confident individual with an empathetic positive attitude, with a passion to help customers achieve their goals
At least 2 years experience in customer success / service / support; resilient but with customer experience always at forefront.
experience in writing communication at scale (for example campaigns)
Adept at time management and prioritisation; you are somebody who can juggle several tasks / projects simultaneously and continue to deliver high quality work.
Successful SMB CSMs are highly organised individuals who utilise a proactive approach, based on data and a deep understanding of our product and services
working towards a common goal of creating more owners in the private markets.
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