Customer Success Manager

Location Type: Remote

Position Overview

Helpshift is seeking a Customer Success Manager to work with our West Coast-based customers. This role involves collaborating with customers in the US and globally, partnering with leading B2C brands to deliver exceptional customer support experiences. We are looking for proactive, action-oriented individuals who can articulate data-centric viewpoints and drive experiential change, contributing to the revolutionization of customer relations. If you are excited about cutting-edge technology including mobile-first asynchronous messaging, Bots, and AI, this is the Customer Success team for you!

Responsibilities

• Build strong executive and business user relationships with Helpshift’s customers.
• Collaborate with a global CSM team across North America, EMEA, and APAC.
• Partner with Account Managers on value creation to successfully renew and grow customer accounts.
• Work with customers to establish critical goals and KPIs that aid them in achieving their objectives, increasing renewals, and reducing churn.
• Act as the Helpshift product expert from a business user perspective, becoming a trusted, strategic advisor for your customers.
• Develop and present quarterly business review data to customers and prepare post-meeting reports.
• Serve as the customer’s advocate throughout the contract lifecycle, from onboarding to identifying and developing upsell opportunities.
• Communicate technical knowledge of Helpshift’s platform, educating clients on best practices for SDK configurations and internal Dashboard setup.
• Advocate for customer needs cross-departmentally and manage issue escalation to the development team as needed.
• Manage multiple projects and customers simultaneously, responding to high-priority client inquiries as needed, potentially outside of standard business hours.

Requirements

• 3+ years of experience helping Enterprise and Mid-Market customers achieve their goals, while surpassing team success metrics.
• Ability to adapt quickly and thrive in fast-paced, growing, and deadline-driven environments where flexibility and teamwork are critical.
• Proficiency in navigating the political landscape of enterprise organizations to develop and expand relationships at all levels, driving large-scale, highly visible, strategic initiatives for customers.
• Proven ability to seamlessly support 30-40 Mid-Market and Enterprise customers concurrently.
• Master's degree or equivalent experience is a plus.

Company Information

Helpshift bridges the disconnect between conventional customer service channels (email, phone) and consumers who prefer mobile messaging. Our AI-powered customer service platform enables companies to resolve issues efficiently and boost customer satisfaction. Leading brands like Activision, Brex, Electronic Arts, and Zynga use Helpshift. The platform is installed on over two billion devices worldwide, serving more than 820 million active consumers monthly.

Recruitment Journey

1. Application: Submit your application with your updated resume and application form.
2. Online Interview: Candidates will be invited for an online interview via MS Teams with a Talent Acquisition Specialist and Hiring Manager to exchange questions and learn more about each other.