Job Description

Customer Success Manager (CSM)

Who We Are?

We are a dynamic start up headquartered in the San Francisco Bay Area, CA. Our inspiration? Crafting technology that not only elevates web content but sets new standards in engagement and conversion. If you crave ownership, challenges, and a supportive environment to shape the future of e-commerce, then you're in the right place. Join Maker and become an integral part of our exciting journey.

What Sets Us Apart?

Maker is not just another platform – it's a game-changer in the world of e-commerce! Our revolutionary platform is tailor-made to deliver the most captivating content for commerce, transforming online retail experiences into a rich tapestry of engagement, conversion, and revenue growth. We provide brands with no-code solutions to optimize digital content, improve conversion rates (CRO), and maximize customer engagement effortlessly. Our analytics and experimentation tools empower clients to make data-driven decisions to improve site performance and ROI. Get the opportunity to work with global brands like Walmart, Anthropologie, Sephora, Goodearth, Lakmè, and many more.

What You'll Do as a Customer Success Manager

• Build a trusted relationship with our clients, serving as their primary point of contact at Maker.
• Coordinate implementation, onboarding and training to ensure smooth communication between the client and the Maker team.
• Develop and execute CRO strategies by analyzing customer data, identifying conversion bottlenecks, and recommending optimizations.
• Monitor key performance metrics related to conversion rates, engagement, and retention, and provide insights to improve digital experiences on customer's websites.
• Set up and leverage A/B testing and experimentation to help clients optimize web content for improved user engagement and higher conversions.
• Communicate with our clients across a variety of channels, like Slack, Zoom, Intercom, etc.
• Strategically manage account escalations & provide timely resolutions.
• Optimize existing business processes and work on customer success initiatives to improve retention.
• Identify opportunities for upselling and cross-selling, enhancing customer experience and maximizing ROI through better engagement strategies.

Required Skills:

• 5+ years of proven Customer Success experience working in a SaaS or a Martech company.
• Experience with Conversion Rate Optimization (CRO), A/B testing tools.
• Strong analytical skills with the ability to interpret data using tools like GA4 or similar tools.
• Experience working with Google Analytics, Hotjar, Optimizely, VWO, or other CRO tools is highly preferred.
• Experience with eCommerce platforms like Shopify is a plus.

Timings:

• Monday to Friday, 9 AM - 7 PM. Fully remote role / Work from home.

Why Join Us?

• Work with the most iconic brands.
• Your ideas matter – inspire us!
• Learn and grow with a talented team.
• At Maker, we cherish growth, celebrate fresh ideas, and thrive on initiative.

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