UXCam
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