Customer Success Manager

Customer Success Manager

THE COMPANY

Our innovative loyalty app is designed to transform how consumers interact with their favorite brands. Chips offers a seamless, user-friendly platform where customers can effortlessly earn and redeem Chips for their purchases, engage with exclusive offers, and enjoy personalized rewards tailored to their preferences. By leveraging advanced analytics and customer insights, Chips ensures that brands can foster deeper relationships with their clientele, boosting customer retention and driving repeat sales. Whether you are a small business or a large enterprise, Chips provides the tools brands need to create a loyal and satisfied customer base.

THE PERSON

Are you an ambitious, highly motivated Customer Success Manager who goes the extra mile? Do you love building relationships and have a soft spot for small business owners? When you see a problem, do you find the right solution? If you are a trustworthy strategist who truly has a client-first mentality, then we want to talk to you!

At Chips, the term “sales” is about more than the bottom line. We are consultative, thoughtful, and committed to the client. We are looking for a driven individual who possesses an inquisitive mind, an excellent phone presence, and enjoys the challenges of exceeding client expectations.

THE ROLE

As a Customer Success Manager at Chips, you will play a vital role in ensuring that our clients have a seamless and successful experience from the time they join us until their full integration and beyond. You will serve as their primary contact, leading them through the onboarding process, system configuration, training, and post-installation support to ensure they maximize the benefits of our solutions.

RESPONSIBILITIES

Pre-Onboarding (Research and Preparation):

• Coordinate with AE (Account Executive) for project preparation and documentation.

• Conduct remote site surveys to determine the needs of our clients prior to installation.

• Conduct research to understand how potential businesses can succeed using the Chips platform before even starting the onboarding process.

Client Onboarding and Implementation:

• Coordinate and conduct welcome calls with new clients.

• Guide clients through the initial setup and configuration of their Chips platform.

• Schedule and coordinate training sessions and installations. Create the training plan, and conduct/lead the training sessions.

• Ensure clients are comfortable and proficient with the Chips platform by acting as a quarterback throughout the process.

Post-Install Monitoring & Ongoing Relationship Management:

• Monitor client accounts post-installation to ensure satisfaction and proper system usage.

• Provide ongoing support and address any issues that arise during the initial 30-day period.

• Maintain ongoing relationships with clients, keeping them informed of new product features and updates.

• Proactively touch base with your portfolio of clients to ensure they are aware of and can utilize new features effectively.

* Act as the primary contact for clients, ensuring their needs are met and their experience with Chips is exceptional.

• Address and resolve any escalated issues to maintain high levels of client satisfaction and retention.

• Manage multiple onboarding projects simultaneously, including large books of onboarding business (80 brands).

• Analyze market trends and provide insights to guide business forecasts and budget planning.

• Support product performance with data-driven insights to optimize client satisfaction and new feature launches.

• Monitor event performance, compile data, and generate reports to evaluate success and recommend improvements.

QUALIFICATIONS

• At least 2 years of proven, successful technology-related Customer Success role in a B2B SaaS company.

• 2 years’ experience working at a startup and/or a rapidly growing organization, and a strong desire to do so again.

• You are a consistent top performer with a history of meeting and exceeding your targets.

• Strong history as an engaging communicator with the ability to articulate product value proposition with any level of detail or brevity.

• Experience developing relationships and finding opportunities.

• An honest and genuine approach to helping clients.

• You are known for your tremendous work ethic, grit, integrity, passion, and dedication.

• Highly intelligent, passionate, ambitious, and process and detail-oriented.

• You are an initiative-taking collaborator who is resilient and comfortable with change.

• You are an exceptional communicator, both written and spoken.

• Verbal fluency in English and Spanish.

• Strong people skills with a consultative approach and problem-solving mindset.

• Proficient in technology/tools to drive client satisfaction: Salesforce, Intercom, Jira, Slack, Google Meets, Brevo.

COMPENSATION

• $70,000 - $100,000 a year.

• Quarterly and yearly bonus opportunities with significant rewards for overachievement.

• The starting salary will be determined based on several factors, including experience level, skillset, and qualifications for the role.

Job Type: Full-time

Pay: $70,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• How many years of Customer Success experience do you have? Have you worked directly with business owners or executives?
• What types of services (or products) have you been involved with?
• What has success looked like in your previous Customer Success roles? Please provide specific examples or figures,
• What is your salary expectation for this role? (please include bonuses in your total)

Ability to Commute:

• Lakewood, CO 80226 (Preferred)

Work Location: In person

Salary : $70,000 - $100,000