Customer Success Manager (Remote)

At Pathmonk we are an employee-first company, which means the happiness and well-being of our employees is our top priority. Our team and working style is built around a remote infrastructure so everyone can enjoy flexible hours and organize themself around family and personal life.

Our mission is to power up websites and apps around the globe with AI tools, while preserving the privacy of the users and making the internet a more sustainable place.

We are looking for a Customer Success Manager (Marketing Technology background) to join our team. The ideal candidate is passionate about providing an exceptional customer experience: Creative, resourceful, detail-oriented, and well-organized. A strong team player but still a self-starter who thrives in a fast-paced, high-growth startup environment.

A hard requirement for the role is that you can demonstrate experience in a MarTech background and have a profound analytical understanding (Website Analytics, Tag Manager etc.)

Expect to work on exciting products, unique challenges and high scale environments. Our success managers have an immediate effect on our business success, as well as the success of our clients.

Also we encourage our employees, in addition to their regular projects, to spend 20% of their time working on what they think will most benefit Pathmonk, specially around Pathmonk Climate, our initiative to make the internet a cleaner space and help with climate change.

Please note: The role is US customer focused hence the working time is starting midday in a flexible schedule.

Responsibilities and Duties:

• Lead Pathmonk’s customer success efforts
• Help customers interpret and derive insights from data generated by Pathmonk in a scaleable way
• Solve customer issues by developing expertise in relevant product areas and by learning to troubleshoot a diverse range of customer issues
• Provide fast, accurate and personalized communication to Pathmonk users through: email, zoom calls and live chat
• Maintain & built out our knowledge base to improve the accuracy of the support we provide to customers
• Drive and lead the renewals process in collaboration with the sales team to preserve and enhance customer contracts and relationships
• Partner with cross-functional team members to translate business needs and product requirements into new solutions for customers
• Help drive customer references and case studies

Required Qualifications and Skills:

• 3+ years relevant experience in customer success & support (in MarTech focus)
• Familiarity with popular CRM systems (e.g., Salesforce, HubSpot) that customers may use alongside Pathmonk
• Understanding of fundamental digital marketing concepts such as SEO (Search Engine Optimization), SEM (Search Engine Marketing), CRO (Website Conversion Optimization)
• Proficiency in website data analytics tools and techniques to help customers interpret and derive insights from data generated by Pathmonk.
• Awareness of security best practices and compliance standards relevant to SaaS applications (e.g., GDPR, CCPA)
• Great communicator, proficient in both verbal and written English/language and enjoy crafting clear and concise messages to customers
• Creative problem solving under pressure when working through customer issues
• Consistent track record of achieving personal and team goals

Preferred Qualifications and Skills:

• Basic knowledge of programming languages (e.g., HTML, CSS, JavaScript) can be valuable for troubleshooting minor technical issues
• Proven track record of highly-professional customer service in a dynamic, start-up environment

Benefits:

Some of the benefits we offer are:

• 25 days of paid vacation per year
• High quality equipments
• Team Meetup Events (trips, activities, etc)
• Free Gym (we pay for the gym or sport activity of your choice)
• Individual learning & development plans to support you in your role & career
• Remote work