Customer Success Manager

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details. About the OpportunityThis role is key in driving success and growth for a diverse range of clients by delivering high-impact service in a scalable, pooled support model. At the heart of this work will be the opportunity to engage with customers, thoughtfully guiding them through onboarding and workflow consultations, and empowering them to fully unlock the value of their investment. Key ResponsibilitiesProvide responsive and strategic support to help customers onboard smoothly and adopt powerful tools including but not limited to an overall understanding of API’s and CRM integrationsBe measured by the ability to deliver high-quality, scalable service while contributing to the overall health, retention, and growth of the accounts touchedLead personalized onboarding sessions, including launch plan meetings, training, and integration setup, ensuring customers hit the ground runningProactively drive product adoption through tailored consultations, product updates, and hands-on training, empowering customers to leverage the full potential of the platformAct as a key player in customer education by promoting self-serve resources such as the help center, public training sessions, and webinarsLead strategic business conversations with customers to connect capabilities to their core workflows and goals, clearly demonstrating measurable value and ROIPartner closely with Account Management, sharing critical insights that shape renewal strategies, uncover upsell opportunities, and inform customer expansion plansLeverage data from platforms to track customer engagement, identifying and taking action on accounts in need of additional support Why This Role is ExcitingJoining this organization means being part of an innovative company that is changing how businesses handle their document workflows. There is an opportunity to make a measurable impact by helping clients unlock productivity gains, streamline processes, and achieve their business goals. As part of the Customer Success team, this role is at the forefront of client satisfaction, directly contributing to continued growth and success. If there is a thrive in an ever-evolving environment and a love for the challenge of making customers successful, this is the role! About YouExperienced: Possess 2-3 years of SaaS customer success experience, handling high volumes of customer interactions in a fast-paced environment.Organized: Excel at managing multiple priorities, shifting workloads, and delivering high-quality service in a pooled resource model.Growth Mindset: Be open to feedback, adaptable to new challenges, and eager for personal and professional development.Agile: Be resourceful and can quickly adapt to changing environments while maintaining customer satisfaction and delivering results.Customer-Focused: With strong communication and empathy, build trust and ensure customer needs are met, fostering strong relationships.AI-Forward: Proactively leverage AI tools to synthesize customer data, automate routine tasks, and refine communication. Use AI not just for speed, but to elevate the quality of strategic insights and workflow consultations.Solution-Oriented: A natural problem solver, be self-motivated to identify root causes and deliver effective solutions for complex issues.Master Discovery & Lead Gen: Conduct deep-dive discovery during customer interactions to identify untapped business needs, translating those needs into value-based solutions and CSQLs that generate pipeline.Collaborative: Work well with cross-functional teams, sharing insights to drive customer retention and growth.Fun & Supportive: Enjoy lifting others up, creating a positive, collaborative environment where the team and customers can thrive.Strong Communicator: Possess excellent verbal and written communication skills, with a clear command of English. Additional InformationAdditional language proficiency is not required for this role; however, it is highly preferred given the global customer base. Company OverviewThis organization empowers more than 65,000 growing organizations to thrive by taking the work out of document workflow. The platform provides an all-in-one document workflow automation solution that helps fast scaling teams accelerate the ability to create, manage, and sign digital documents including proposals, quotes, contracts, and more. Company CultureThe organization is known for its work-life balance, kind co-workers, and virtual team bonding events. Although team members are located remotely across the globe, there is a strong connection maintained with the help of technology, ensuring that everyone on the team feels like a team. Team members work best when they are happy. Talent is retained by upholding values of integrity and transparency, and selling a product that changes the lives of customers. BenefitsEmployees may be able to purchase company stock (or receive annual bonuses). Employees (and their families) may enroll in the company's medical, dental, vision, short & long term disability, life insurance, FSA and 401k plans. Employees will also receive 13.34+ hours of paid time off per month, 6 self care days, birthday PTO day, and 10 company paid holidays off per year. The annual OTE is up to $95,000 OTE (base + bonus combined). The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.