Customer Success Manager

Tridas; United States; Remote; USD 60,000 - 120,000; Full time

Job summary

A leading marketing agency, Tridas, is seeking a Customer Success Manager to maintain and enhance client relationships, ensuring their success is prioritized in scaling their businesses. You will engage daily with clients, require strong communication and problem-solving abilities, and benefit from extensive coaching, contributing to personal and professional growth in a thriving, fast-growing environment.

Qualifications

• 3+ years of experience in Customer Success or account management.
• Ability to analyze data and drive insights.
• Experience building customer relationships.

Responsibilities

• Build relationships with assigned customers to enhance their experience.
• Ensure timely responses and positive interactions with clients.
• Advocate for customers' needs within the company.

Skills

Communication Skills

Emotional Intelligence

Customer Orientation

Problem Solving

Tools

CRM Software

Google Docs

Google Sheets

Monday.com

Slack

GoHighLevel

Job description

Join to apply for the Customer Success Manager role at Tridas

Join to apply for the Customer Success Manager role at Tridas

As a Client Success Manager at Tridas, your mission is to play a crucial role in maintaining and strengthening our client relationships to ensure their success in scaling their painting businesses to $1M/yr+ in 2024. You will work closely with our clients (painting business owners) to ensure they get quick replies, the results they pay for, and ultimately renew month after month.

Effective communication, high emotional intelligence and collaboration are key aspects of this role, as you will participate in regular team meetings and engage with clients daily to understand their needs and challenges. Expect weekly coaching from our experienced CEO, Ryan Stacey.

Join us as a Client Success Manager and significantly impact our clients' success as they undergo transformative journeys in their painting businesses. Together, we'll create success stories and contribute to the growth and prosperity of our clients.

Who Are We

Tridas is the leading marketing agency specilizing in helping house painting companies scale their business through Facebook/Instagram Video Ads.

Having already helped 100s of painting companies, our mission is to continue to scale over 400+ painters to the $1m/yr mark in their business.

Tridas has had over 600% growth in the past year and we're dedicated to building an elite, lean team of accountable A-players which means we can: 1 - pay our team more. 2 - profit more to be able to reinvest into the business (e.g. in the past 12 months we've done 3 team retreats, Mexico, Colombia, Costa Rica and an event in Denver).

As the fastest growing marketing agency in the space, we live and breathe a 'sink or swim' environment to continue to the next level. If this is not for you please leave this page.

Our Core Values

• Routines

To be successful both in business and life, we believe in building a high performance team. Meaning we treat and expect every team member to treat themselves like an athlete.

Having solid routines to look after health, fitness and wellbeing to show up as their best self everyday.

• Ownership

We do not tolerate excuses.

All of our team are held to high standards and are fully accountable, meaning everyone has full ownership in their role to succeed or fail.

It's standard practice to always bring 2 solutions to any problem.

• Happiness

The entire purpose of life is to be happy... right?

Well, we think so.

So happiness is instilled as a core value into our company because ultimately, if you're not happy, then theres another home where you'd be happy and we encourage you to follow that.

Responsibilities:

• Expected to build relationships with all assigned customers, ensuring the highest possible level of value and customer experience is delivered
• Responsible for retaining and renewals of all assigned customer book of business.
• Act as main point of contact for each customer throughout their entire lifecycle, including; post-purchase hand-off from sales to CS.
• Aids in facilitating a smooth onboarding process for upsold, advanced customers, ensuring they understand the value of our services and how to maximize their benefits.
• Responds to customer requests in a timely and comprehensive manner demonstrating excellence
• Treat every customer with a “white-glove” service mentality embodying our core values in your responses, ensuring that all inquiries via phone, email or SMS are answered specifically to the concern of the individual customer so they leave feeling better than they did when they inquired.
• Serve as the voice of the customer within the company, advocating for their needs, review feedback data and ensuring their experience is communicated to relevant teams.
• Responsible for quickly resolving customer complaints through internal or escalation processes to ensure highest possible satisfaction levels.
• Handle all customer communications or escalations via phone, email, and SMS with professionalism and kind candor.
• Leave every Tridas customer with a positive experience to increase brand awareness and build a strong sense of community.
• Responsible for tracking communications per all Customer Success Department processes, ensuring all metrics, reporting are accurate and dynamically updated for leadership.
• Continuously seek ways to improve client success processes, contributing to the development of best practices and innovative solutions with the goal of always increasing the customer experience.
• Assist with ongoing creation and development of SOPs that support our Customer Experience objectives and ethos.
• Identify and confirm customer testimonials, case studies and referral opportunities.

Results

• Establishes and maintains 95%+ retention rate for all assigned customer types.
• Establishes and maintains monthly meeting cadence with assigned customers prior to renewal dates.
• Identifies customer ascension opportunities or upsell possibilities.
• Owns reports, dashboards for all assigned customer metrics.
• Customer communications are consistently friendly, enthusiastic and sincere.
• Ensures CS policies and procedures are followed and regularly iterated upon.
• CSM remains up to date on the service/products to demonstrate technical and strategic competence when handling support inquiries or questions.
• Create loyal brand advocates through WOW experiences and regular touch-points.

Requirements:

• Mon-Fri / 9am-5pm EST (With flexibility)
• 3+ years of professional experience in a previous Customer Success or account management role, or other front-facing marketing/sales experience.
• A genuine passion for helping clients achieve their goals and a customer-centric mindset.
• Strong customer orientation focus with the desire to go above and beyond to create the best customer experience.
• Able to self-direct and properly manage one’s time, strong sense of customer ownership, urgency and autonomy with one’s work.
• Experience in building and maintaining strong relationships with customers.
• Some sales experience or experience upselling clients with success.
• Excellent communication skills, both written and verbal.
• Experience with CRM and softwares like Monday.com, Slack, GoHighLevel.
• Experienced in Google Docs and Sheets.
• Ability to analyze data and metrics to drive insights and make data-driven decision.
• Ability to learn quickly and execute at a high level with speed.
• Ability to collaborate effectively with internal teams and contribute to a positive team environment.
• Able to make autonomous decisions of how to handle customers based on position training, company moral/values and set guidelines.
• Able to handle difficult conversations regarding upset customers and de-escalate those situations.
• Able to multitask efficiently and without issues.
• Generally reachable and responsive to slack during working hours.

Earnings & Compensation:

Remote Customer Success Manager

$4,000USD per Month (Based on experience)

Bonuses and retention incentives for OTE of $8,000USD - $12,000USD per month.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Advertising Services

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