Job Posting

Customer Success Manager

By March 26, 2021No Comments

Mad Mobile is disrupting the POS industry with a mobile-first solution that meets the needs of modern customers. Our innovative technology modernizes point-of-sale for major restaurants and retailers so they can sell more effectively, respond quickly to any change, and deliver a superior customer experience.

Mad Mobile is looking for a skilled Customer Success Manager candidate for the CAKE Suite to join our rapidly growing global team. We are looking for a technically savvy Customer Success Manager who possesses a strong drive for results. Duties for the Customer Success Manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, be the “voice of the customer”, manage escalations, and minimizing churn.

Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our revenue base.

  • Manage a portfolio of customers and minimize churn
  • Conduct Executive Busines Reviews with your top customers
  • Help customers identify areas of opportunity and best practices so they can fully utilize the CAKE Suite of products
  • Coordinate with internal teams to escalate customer issues and requests. These could be features, billing questions, and technical issues
  • Drive revenue opportunities and expansion through up-sells and cross-sells
  • Manage the renewal process for customers in your portfolio
  • Maintain the customer relationship once they are onboarded
  • Develop communication strategies on how to best inform, educate, and coach your portfolio of customers
  • Aim to enforce the value of CAKE Suite to your customers with every interaction

Qualifications

  • 2+ years in Customer Success, preferably within a SaaS organization
  • 4+ years in related experience
  • Self-driven and proactive in nature
  • Knowledge of Customer Success processes
  • Proficient in Word and Excel required
  • Strong written and oral communication skills
  • Solid soft skills such as empathy with a focus on serving the customer
  • Superior time management and organizational skills with emphasis on effective prioritization
  • Strong knowledge of CRM software such as Salesforce
  • Attitude that embraces continuous process improvement
  • Willingness to establish and maintain effective working relationships
  • Computer literacy and the ability to learn new software
  • Demonstrated strong customer service bias
  • Experience in hospitality / food sevice industry
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