Customer Success Manager

Job Description

As Customer Success Manager, you will oversee the strategic direction for our B2B Customer Service Model.  Together with the B2B Business Manager you will develop the strategy and long-term vision for the customer experience, from awareness to post-sale service, fostering loyalty and creating raving fans!  You will work with the Customer Service team to refine the service model, establish Standard Operating Procedures, and provide oversight to our dedicated Customer Service team.

This full-time position reports to the Senior B2B Manager and is expected to work in a hybrid model, which currently includes Tuesday and Wednesday in-office.

What you’ll do:

• Collaborate with B2B manager to develop a comprehensive Customer Success Strategy
• Gain a thorough understanding of the complete customer experience for the retention audience
• Map the Customer Experience to pinpoint and address potential friction points
• Identify challenges within the Customer Service experience and work closely with CS management to find efficiencies and propose solutions
• Work alongside the B2B Manager and Marketing team to strategize the transition of B2B customers to a new site experience
• Collaborate with the B2B Manager to create a loyalty program for B2B customers, segmenting the retention audience into tiers
• Stay updated with industry trends, emerging technologies, and best practices related to CS operations, communication channels, and automation
• Conceptualize improvements in B2B services to elevate the overall customer experience and enhance the perception of the Balsam Hill brand
• Work closely with the Growth Manager and cross-functional partners to support business development and lead generation strategies
• Collaborate with the CS and Marketing teams to define and optimize sales processes and overall customer experience
• Identify key performance indicators (KPIs) and establish metrics to measure the effectiveness and efficiency of Customer Success initiatives
• Perform regular data analysis to identify trends, patterns, and opportunities for improvement
• Engage with cross-functional teams, including marketing, finance, and operations, to support the Customer Success experience and B2B-specific processes

What you bring to the table:

• 4+ years of experience in a business operations environment with dedicated CS support
• Bachelor’s degree in business or marketing preferred
• Previous experience developing and executing business strategies and customer service initiatives in a B2B environment
• Demonstrated knowledge of CS operations and processes
• Experience with CRM/ Marketing Automation platforms such as Salesforce, HubSpot, Marketo
• Data analysis oversight/ ability to derive insights from customer datasets
• Experience collaborating with cross-functional teams to drive business growth
• Strong understanding of customer segmentation and targeting strategies
• Experience in CS forecasting, budgeting, and performance tracking

About Us: Balsam Brands is a global, eCommerce retailer with roots in holiday and home décor. We strive for excellence in everything we do and present a unique opportunity for those seeking to have a meaningful impact in a people-first company that values relationship building, authenticity, and doing the right thing. We have steadily growing teams in Boise, the Bay Area, Dublin, and the Philippines.

The company's mission is to create joy together. We empower our team and partners to love what they do, provide products and experiences that inspire meaningful moments with family and friends, and give back to our families and communities in impactful ways. When you join Balsam Brands, you'll find a culture of caring people doing challenging work and building a welcoming workplace.

• Check out our flagship brand, Balsam Hill: www.balsamhill.com
• Balsam Brands in Forbes: https://bit.ly/balsambrandsforbes 
• Balsam Brands on LinkedIn: http://www.linkedin.com/company/balsam-brands/
• Glassdoor: https://bit.ly/balsambrands-glassdoor

At Balsam Brands, we strive to offer a competitive compensation and benefits package. For permanent, full-time team members, our current package includes:

• Competitive compensation, including a cash-based incentive plan; salary is reviewed yearly and may be adjusted as part of the normal compensation review process
• Comprehensive Medical, Dental, and Vision coverage, with 100% of monthly premiums covered for team members, and 85%+ employer-paid p