• Be part of a rapidly growing SaaS company revolutionizing product analytics
• Work alongside a collaborative and international team
• Competitive salary
• Opportunities for professional growth and development
• Flexible, hybrid-friendly work environment

As SMB Customer Success Manager at UXCam, you will be the trusted advisor and strategic partner for a portfolio of ~100-150 small and mid-size customers. Your mission is to ensure our customers are successful with UXCam, which means achieving their goals, seeing value from our platform, and ultimately becoming long-term advocates.

You will lead the post-sales relationship, beginning with onboarding and continuing through renewal and upsell. This includes driving product adoption, supporting customers when they need help and identifying growth opportunities, with a combination of at-scale and personal approach.

Success in this role means proactively understanding your customers’ business objectives, translating them into actionable plans, and working cross-functionally with Sales and Product team to remove blockers and surface solutions. You’ll be expected to bring a consultative approach, strong communication skills, and a passion for helping clients optimize their product experiences using UXCam.

This is a highly collaborative role with a mix of strategic thinking, relationship management, data storytelling, and product knowledge.

• Customer Advocacy and Value Delivery:

  • Serve as the primary point of contact for customers, understanding their business objectives and ensuring they achieve maximum ROI from UXCam.

  • Partner closely with Sales, Product and Engineering to deliver solutions that meet customer needs.

  • Proactively manage the customer journey from onboarding through renewal, ensuring a seamless and positive experience.

  • Provide support for our diverse customer base via email and Intercom chat.

  • Organize webinars to increase product adoption.

• Strategic Planning and Execution:

  • Develop and execute customer success plans, including setting KPIs and milestones, to drive customer engagement and satisfaction.

  • Identify and execute on opportunities to upsell and cross-sell UXCam products and services.

  • Lead regular reviews with customers to discuss progress, gather feedback, and plan for future needs.

• Project and Change Management:

  • Help customers manage change within their organizations by providing expert guidance on best practices for using UXCam.

  • Coordinate and execute on projects and services that delight customers and drive tangible business outcomes.

  • Troubleshoot and resolve complex customer issues, leveraging internal resources and your own expertise.

• Collaboration and Teamwork:

  • Work closely with cross-functional teams to ensure customer feedback is actively shared & communicated internally

  • Share insights and best practices with the broader customer success team to continuously improve our processes and strategies.

  • Foster a collaborative and supportive environment within the customer success team and across the organization.

• Proven 2+ years of experience in customer success, account management, sales, or a related role within the SaaS or technology industry.

• Fluency in English (written and verbal) is required.

• Experience working with a portfolio of a similar size is required to ensure you can effectively manage and drive value.

• Strong understanding of user experience analytics and the ability to articulate the value of UXCam to SMB customers.

• Ability to tell a story using data.

• Exceptional communication and interpersonal skills, with the ability to build and maintain strong relationships with customers and internal teams.

• Demonstrated ability to support customers via chat or ticketing system.

• Proactive problem-solving skills and a customer-centric mindset.

• Ability to work independently and manage multiple priorities in a fast-paced environment.

• Experience working with cross-functional teams, including Sales, Product, Engineering, and Support.

Additional skills that you might also bring:

• Experience with handling global customers

• Hands-on experience with tools like HubSpot, Planhat, and Intercom

• Fluency in additional languages such as Spanish or Portuguese is a plus

• A company where your impact truly matters
• Competitive salary and growth opportunities
• Flexible working hours
• Knowledge sharing Opportunity
• Learning and Development Opportunities