What are the responsibilities and job description for the Junior Customer Success Manager position at Cloud Campaign, Inc.?
As a Junior Customer Success Manager, you’ll play a vital role in supporting our customers through direct interactions, onboarding, documentation creation, and managing white-labeling processes. This entry-level position is perfect for individuals passionate about customer service and eager to develop their skills in customer success. You’ll collaborate with senior CSMs, product teams, and other departments to ensure customers receive top-tier support and a seamless experience.
Description
About Cloud Campaign
Cloud Campaign is a social media marketing platform designed for digital agencies. Our mission is to make launching, managing, and scaling a marketing agency accessible to everyone. Our platform enhances agency productivity while strengthening client relationships.
We’ve been recognized as one of the “Top Small Companies to Work For in Colorado” (BuiltIn, 2022) and recently named one of Will Reed’s Top 100 Early-Stage Companies to Work For (2023)!
Core values that we live by:
- Balance over Burnout
- Default to Transparency
- Maintain a Learner's Mindset
- Provide an Amazing Experience
- One Team, One Mission
Role Summary
As a Junior Customer Success Manager, you’ll play a vital role in supporting our customers through direct interactions, onboarding, documentation creation, and managing white-labeling processes. This entry-level position is perfect for individuals passionate about customer service and eager to develop their skills in customer success. You’ll collaborate with senior CSMs, product teams, and other departments to ensure customers receive top-tier support and a seamless experience.
Key Responsibilities
Support Interactions:- Deliver a world class customer experience via in-product chat and email
- Become a Cloud Campaign product expert guiding users on best practices and troubleshooting issues.
- Provide timely, accurate, and solution-oriented responses to customer inquiries.
- Onboarding and Implementation:
- Lead the onboarding process for Activation customers, ensuring a smooth transition and effective software setup
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Documentation and Knowledge Base Management:
- Create and maintain comprehensive documentation, including user guides, FAQs and troubleshooting articles, to assist customers in using our software effectively
- Regularly update documentation based on customer feedback, product updates, and new feature releases
- Create and update tickets for bug requests, making sure you share updates with the client and during our weekly interdepartmental meetings
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White-labeling Support:
- Manage white-labeling processes for customers who wish to customize our software with their branding
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Customer Success Support:
- Take calls from customers who need additional assistance
- Keep account CSMs informed about significant client interactions.
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Continuous Improvement:
- Gather customer feedback to improve product features and support resources.
- Assist customers in any way possible, through onboarding customers, chat and email support and Zoom meetings with clients who need additional assistance
- Participate in team meetings and training sessions and stay updated on product features, industry trends and customer success best practices
- Use support analytics from Zendesk to share what is working and what we can improve
- Increase CSAT rating each quarter
- Develop and enhance automated processes to increase % of completed chats via automated Chat response
Qualifications
Required:
- Experience: 1-2 years in customer support or a related role (preferably in SaaS).
- Bachelor’s Degree: Bachelor’s degree in Business, Marketing, Communications, or a related field preferred.
- Technical Skills and aptitude: Experience with support tools (Zendesk is a plus).
- Communication Skills: Strong written and verbal skills.
- Problem-Solving: Ability to troubleshoot technical issues and provide clear solutions.
- Documentation Skills: Experience in creating and maintaining user documentation.
- Customer-Centric Attitude: Passionate about delivering exceptional customer experiences.
- Collaboration: Ability to work cross-functionally with teams.
- Time Management: Ability to handle multiple tasks and prioritize effectively.
Nice to Have:
- Industry Knowledge: Understanding of social media marketing platforms.
- CRM Knowledge: Experience with HubSpot or similar CRM platforms.
- Proven Track Record: Documented success in improving customer satisfaction, increasing adoption rates, and reducing churn.
- Industry Knowledge: Familiarity with social media marketing platforms and SaaS business models.
Why Cloud Campaign?
- Culture
- Ownership and impact
- Equity
We have something special happening here! You have the opportunity to make big impacts in a growing company. You will earn equity stake in the company which we hope to help you feel like a key driver to helping us reach great heights. We have big plans, ambitions and a great culture.
Benefits & Perks:
✅ 100% employer-paid medical, dental, and vision insurance for employees and dependents
✅ FSA & Life Insurance
✅ Unlimited PTO & Paid Parental Leave
✅ Stock Options – Share in our company’s success
✅ Healthy Living Benefits & Technology Stipend
✅ Yearly Company Retreat & Monthly Fun Events
✅ Half-Day Fridays & Weekly Office Lunches
✅ Hybrid work environment from our Portland, Oregon office
Join us and be part of a company that values innovation, teamwork, and customer success!
Apply today to help shape the future of social media marketing with Cloud Campaign!
