Make an impact in the creators economy and join efforts to become a first-choice creator content & ad platform for e-commerce.
We are inviting you to join us on this exciting journey!
Hey there! As the Customer Experience Lead at Insense, you will play a pivotal role in merging our customer success and support functions to deliver unparalleled customer experiences.
Your mission will be to ensure seamless onboarding, continuous engagement, and effective support, driving customer satisfaction and advocacy.
You will lead a team dedicated to empowering our clients and improving our product based on customer feedback.
This role is open to anyone based in the Americas Time Zone You must be available every working day between 9 am and 6 pm EST. Who we are looking forRequired: 4+ years of experience in customer success, customer support, or a similar leadership role, preferably in a SaaS or technology-focused company.Strong strategic thinking and problem-solving skills, with the ability to translate customer feedback into actionable insights.Excellent communication and team management abilities, with a track record of developing high-performing teams.Deep understanding of CRM systems, customer success metrics, and support technologies.A customer-first mindset, with a passion for delivering exceptional customer experiences and driving customer advocacy.ResponsibilitiesLeadership and Team Management:Lead, mentor, and develop a team of customer success and support professionals, ensuring high performance, career growth, and alignment with our company's vision and objectives.Conduct regular 1:1 and team meetings to review performance, address challenges, and discuss strategic initiatives.Ensure the team is leveraging our CRM and other tools efficiently for optimal workflow and data integrity.Interviewing, training, and onboarding new CSM managers.Strategic Customer Success:Oversee the client onboarding process, continuously refining it with industry insights to enhance the customer experience.
Constant review of CSM team onboarding calls and providing feedback.Provide post-onboarding insights to the entire company about client profile, needs, and use case.Develop success plans for key accounts to drive engagement, marketplace activity, and account growth.Proactively manage customer health scores, identify risk signals, and strategize on mitigation plans to ensure customer retention and satisfaction.Collect success stories from clients so that the creative manager can create/publish case studies.Ensure the CX team is focused on growing client accounts and use case expansion, as well as monitoring quarterly projects.Develop communication plans to activate & engage clients, promote use cases & additional services.Increase the number of loyal clients promoting our Loyalty Community (Slack).Customer Support Excellence:Set up and monitor support SLAs and metrics, ensuring team adherence and high-quality support standards.Oversee the Help / Knowledge Center, regularly updating and improving content based on customer feedback and common queries.Manage support channels and tech ticketing processes, ensuring swift resolution and regular customer updates.Act as main POC for escalation of complex issues and ensure end-to-end resolution.Product Feedback Loop:Serve as a liaison between the Product and Customer Experience teams, facilitating a productive internal feedback loop for feature requests, UX improvements, and bug reports.Analyze customer feedback and support data to inform product development priorities and roadmap planning.Create educational materials and sessions for clients and internal teams on new product releases and feature updates.Execute email campaigns to collect product feedback.Prepare client segmentation lists for different company purposes.Operational Efficiency and Innovation:Analyze and optimize customer success and support workflows to enhance efficiency, effectiveness, and customer satisfaction.Implement tools and processes to improve support quality and speed, including automation of repetitive tasks.Collaborate with Creator and Client Growth Teams to ensure alignment on campaigns, creator profiles, and marketplace activity.Research and create email sequences for customer journey touchpoints (automated).Special Projects / Partnerships:Assist in communication processes for projects such as Meta Creator Commerce and TikTok Shop.What we offerForever remote roleWork from anywhereSalary in USD commensurate with experience and location+ 15 days off + US holidaysInternational exposure to global clients and employees in AMER + EMEAProfessional growth opportunities in influencer marketing, e-commerce, and paid social
#J-18808-Ljbffr