Customer Success Manager (CSM)

Who We Are Looking For

BloomNation is scaling rapidly and seeks a Customer Success Manager. This role is ideal for someone who is empathetic, driven, enjoys solving complex problems, and balances competitiveness with teamwork. Key requirements include at least 1 year of experience in a Customer Success role, with bilingual Spanish skills being a plus.

Specifically, you will

• Take ownership of a book of business, ensuring all clients receive expected value.
• Maintain high retention and build trust and rapport with your book of business.
• Drive adoption of Promenade's Point-Of-Sale system, Dashboard features, and other offerings.
• Identify opportunities for upsell and expansion, and take action to capture these opportunities.
• Handle support requests from your book of business via email and phone.
• Triage incoming support issues, accurately diagnose them, and escalate bugs to the engineering team.
• Act as an advocate for Promenade's partners and provide outstanding service while resolving issues promptly.
• Identify trends and inefficiencies to enhance the support process and improve the user experience.
• Be a product evangelist, helping partners use Promenade's products to change the way local businesses connect with their community.

What's In It For You

• Personal career development focused on your growth goals.
• Equity/Stock options in a profitable and rapidly growing company.
• Great medical/dental/vision coverage.
• Fully-remote role with MacBook Pro and home-office supplies provided.
• The ability to shape your career and make an immediate impact.
• A fast-paced, fun environment with an eclectic group of people from around the world.

About Us - Promenade

Promenade is a mission-driven company empowering local businesses with products and services that allow them to thrive online and offline. We build vertically-focused software tailored to each industry we serve, leveling the playing field between small businesses and large aggregators. Promenade was originally founded in 2011 as BloomNation, the nation's premier network for local florists, and has since expanded to help more small businesses facing similar challenges. Today, Promenade offers solutions for four industries: BloomNation (Floral), Promenade (Food, Liquor and Butchers), and more. The company is based in Santa Monica, CA, with remote roles available.

Additional Highlights

• Backed by premier industry investors including Andreessen Horowitz, Spark Capital, and Crunch Fund.
• Named one of Entrepreneur's "5 Sizzling Silicon Beach Startups to Watch."
• Located one block away from the beach on the world-famous 3rd Street Promenade in Santa Monica.

Why Join Promenade?

If you want to be part of a company disrupting a massive industry and helping hardworking business owners, this is your place. At Promenade, everyone has a voice to create change and move the needle. No hierarchy, no bureaucracy, no politics—just real people working on solving real problems. We may use AI tools to support parts of the hiring process, but final decisions are made by humans.