Customer Success Manager

About Us

At the heart of modern ecommerce lies Fairing, transforming how thousands of top-tier brands leverage survey data. If you've ever shopped through an Instagram ad or been swayed by a podcast promotion, you've likely crossed paths with our product.

In a world increasingly dominated by data, we champion the power of direct-from-consumer insights. We envision a world where brands, not intermediaries, forge deep, genuine connections with their customers. At Fairing, we're not just creating tools; we're shaping the future of brand-consumer relationships. Our roadmap is bolstered by an active, collaborative client base, and validated by our support network of top-tier investors and advisors.

Description

At Fairing, the role of the Customer Success Manager is central to our operations. As the key liaison between our product and the brands that rely on us, you will ensure our clients reap the full benefits of our offerings. Through your deep understanding of client needs and commitment to excellence, you will play a crucial part in enhancing and shaping the brand-consumer relationship. If you're keen to make a meaningful impact in the dynamic world of E-commerce, this role offers the platform to do just that.

Responsibilities

• Act as the primary point of contact for customers, cultivating a strong and rewarding relationship through each interaction.
• Deliver our solutions in a timely and successful manner, adjusting to customer needs and objectives.
• Articulate customer use cases and UX issues to Fairing’s product team
• Embrace a deep understanding of customer outcomes through ongoing collection and analysis of data and feedback, using this to inform onboarding and retention strategies.
• Track account metrics, proactively identify trends, and translate them into actionable plans.
• Inform product documentation and process automation opportunities (i.e., help us understand how we can minimize or simplify client inquiry:resolution)
• Communicate effectively the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Create a customer success playbook for additional hires internally, and have an opportunity to inform the broader industry on making the most of EnquireLabs data
• Bonus points for SQL or front-end HTML/CSS experience

Qualifications

• 0-5 years of e-commerce experience.
• Experience using customer success software like Intercom and CRM tools like Hubspot is preferred.
• Basic knowledge of front-end HTML or willingness to learn.
• Intermediate knowledge of Microsoft Excel.
• Excellent listening, negotiation, and presentation skills.
• A curious and resourceful mindset, eager to learn and quick to solve problems.
• The drive to understand and measure impact, with the ability to transform insights into actions.
• Excellent critical thinking, problem-solving, and decision-making skills.

Why join us?

• Empowerment: A tight-knit team where you're not just a member, but an owner.
• Versatility: Refine a multifaceted skill set, paving the way for opportunities in the thriving saas and ecommerce domains.
• Growth: As we evolve, so do you. Embrace diverse challenges and enjoy unparalleled professional and personal growth.
• Rewards: A competitive package, limitless PTO, an array of benefits, and a 401k await you.