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Customer Success Manager

2 months ago

UK, UK, United Kingdom Paper Run Full time

Role Overview:


As a Customer Success Manager, you will play a crucial role in onboarding new clients and managing existing accounts. You will be the primary point of contact for customers, guiding them through their setup, ensuring they understand how to maximize the value of Paper Run's platform, and helping them achieve measurable marketing success.


Key Responsibilities:


  • Own the customer onboarding process, ensuring smooth integration with their systems (eCommerce platforms like Shopify, as well as CDPs and email marketing platforms like Klaviyo)
  • Act as the main point of contact for customers, managing accounts and ensuring long-term client success
  • Provide strategic guidance on how customers can maximize Return on Spend with automated direct mail flows & campaigns
  • Troubleshoot client issues and collaborate with internal teams to resolve technical challenges.
  • Help clients design, test, and measure the impact of new and existing flows, using our live reporting dashboards
  • Identify opportunities for upselling and cross-selling additional services


Qualifications:


  • 2+ years of experience in customer success, account management, or onboarding within the eCommerce or marketing technology space (experience with CRM, email marketing, or ESPs like Klaviyo is a plus).
  • Familiarity with marketing automation tools and processes
  • Experience working with eCommerce/DTC brands or digital marketing agencies preferred
  • Strong communication skills, with the ability to explain complex technical concepts to non-technical users.
  • Self-starter, comfortable working in an early-stage startup environment.


Perks:


  • Work with a fast-growing, innovative company disrupting the marketing automation space
  • Significant opportunity for career growth as Paper Run scales


Location:

  • This role is offered remotely (across any country) or onsite in our London offices.