Customer Success Manager

Who We Are

Searchspring provides e-commerce retailers with the industry-leading software platform for site search, product merchandising, and personalization. With offices in San Antonio, Denver, Colorado Springs, Portland, Bangalore, London, Melbourne, and remote across the globe, Searchspring employees are dedicated to fostering an environment that enables everyone to thrive, both personally and professionally, and feel supported, engaged, and valued every step of the way.

Backed by a growth equity firm with extensive resources and expertise in helping software and technology companies navigate transformational growth, Searchspring helps our customers, like PuraVida, Fabletics, SKIMS, West Elm, Specialized, and RipCurl increase cart size, conversion, and repeat customers. Join us as we change the way the world shops online and achieve our mission to deliver the ultimate shopper experience. 

What You’ll Do

As a highly motivated Customer Success Manager for our Scale Team, you will be responsible for delivering a best-in-class customer experience for our search, merchandising and personalization solutions. You’ll be reporting to the Manager of Customer Success for our Scale Team and will support our fast growing base of leading and emerging eCommerce customers. Rather than managing an individual book of business, the Scale Team collectively supports our largest base of smaller customers. This role includes responsibilities for all Customer Success activities (e.g. onboarding, adoption, advocacy, retention, etc.) and outcomes (e.g. renewals, up-sell, etc.). 

You will work with a close knit team who will be able to help guide and teach you as you learn the ropes. This is a great opportunity for a Customer Success Manager looking to gain valuable experience working as a part of a high performing scaled customer team, and grow their career. 

How You’ll Succeed

• Manage key relationships with current Scale Team Searchspring customers to drive product adoption, optimization, and uncover opportunities for an improved user experience
• Drive retention and growth with current Searchspring customers by understanding their business needs and helping them succeed
• Identify opportunities for customers to act as Searchspring advocates (testimonials, case studies, G2 crowd reviews)
• Manage customer onboarding of new customers, training of end-users, and post-live support to ensure they are using Searchspring to the fullest extent
• Collaborate with the technical support and implementations team to configure our implementation per customer requirements and troubleshoot issues raised by customers
• Represent the voice of the customer to provide input for product enhancements, marketing, and sales process
• Support our customers via active participation in Customer Office Hours and our Searchspring Customer Community
• Create enablement and best practices content for customers including documentation, how-to guide, and videos

What We’re Looking For

• 1+ years of experience in Customer Success, Account Management, or related customer-facing role
• Adaptability, with a demonstrated desire for continuous learning and improvement
• Prior experience with con