Customer Success Manager

About the role

The ideal candidate has experience onboarding and supporting customers in a fast-paced environment. You love being on the phone with customers all day to understand their unique challenges, develop creative solutions, and motivate them to fully adopt Atmosphere. You are eager to own customer adoption goals and will serve as the "voice of Atmosphere" for our existing customer base.

What You'll Do

• Congduct onboardings and train new customers on how to install and use Atmosphere to ensure immediate value
• Ensure a timely implementation process from the time a device is shipped to when the device is installed and actively streaming
• Provide quick, high-quality responses to inbound requests, owning the customer experience while providing technical solutions to help customers realize their goals
• Manage and optimize an organized ticketing pipeline and activity records using a CRM to ensure no customer falls through the cracks
• Prioritize and resolve omnichannel communications (phone, email, and chat) to consistently meet Service Level Agreements (SLAs)
• Triage and expedite complex issues, following up cross-departmentally to ensure a "closed loop" resolution for the customer
• Develop, demonstrate, and maintain technical skills to troubleshoot issues, create test scenarios, and investigate issues based on customer product use
• Understand customers’ concerns and complaints, determine the cause of their problems, and think critically to identify the best solutions
• Analyze cancellation requests and churn patterns to identify trends, propose strategic saves, and reinforce long-term customer retention
• Identify and pursue upsell opportunities to support customer growth and account expansion
• Perform proactive account check-ins to maintain high levels of customer support and satisfaction
• Foster teamwork and collaboration across all teams to share feedback, innovate the product, and enhance operational efficiency

Qualifications

• 0-2 years as a customer support/service/success representative
• Proficiency with CRM and workflow tools such as SFDC, Pipedrive, Hubspot, Zoho, etc.
• Detail-oriented and well organized with a deep commitment to quality work products
• Strong analytical and problem-solving skills with the ability to think critically under pressure
• Ability to work independently and multitask in a fast-paced environment
• Excellent communication skills, with the ability to be clear and concise while remaining empathetic, accurate, compassionate, and resourceful
• A strong sense of urgency and an ability to analyze and solve problems
• A positive, team-focused attitude
• Passion about positive customer service experiences and outcomes
• Demonstrate sound judgment and decision-making
• Accept accountability and take a high level of pride in your work

Compensation & Benefits

• Competitive salary
• Company Equity
• Company 401(k) with employer matching
• Competitive insurance plans
• Flexible Time Off Policy

Our Commitment To Diversity

We are committed to building a diverse, inclusive team where creativity, innovation, and teamwork thrive. If you're excited about this role but your experience doesn’t perfectly align with every qualification, we still encourage you to apply—you might be the right fit for this or another role.