Senior Customer Success Manager, Shogun
$116.6-157.8k
C$102,425 - C$120,500 is applicable to Canada. Plus stock options
More information about location
Platform for building personalised eCommerce sites
Job no longer available
Platform for building personalised eCommerce sites
201-500 employees
Job no longer available
$116.6-157.8k
C$102,425 - C$120,500 is applicable to Canada. Plus stock options
More information about location
201-500 employees
Company mission
To empower brands to build and optimize eCommerce experiences for their customers — creating brand loyalty and business growth.
Role
Who you are
- 5+ years of experience in customer success, account management, or a related role, preferably in the software or eCommerce industry
- Sales and negotiation skills to identify upsell opportunities and retain customers
- Strong communication and interpersonal skills to effectively engage with customers and build relationships
- Excellent problem-solving and analytical skills to understand customer needs and provide appropriate solutions
- Empathy and customer-centric mindset to understand customer perspectives and advocate for their success
- Strong organizational skills to manage and track customer interactions and progress
- Ability to manage multiple priorities and projects simultaneously
- Customer-centric mindset with a passion for helping clients achieve their goals
- A collaborative approach
- Results-driven with a focus on continuous improvement and innovation
What the job involves
- The Senior Customer Success Manager (Sr. CSM) will be responsible for managing and nurturing client relationships to ensure customer satisfaction, retention, and growth. You will engage with ideal client profile (ICP) customers at different points in their lifecycle to assist with activation, adoption, renewal, and expansion
- This role involves working closely with customers to understand their needs, providing tailored solutions, and ensuring they derive maximum value from our products
- In addition to owning a book of business, the Senior CSM will contribute to the continuous improvement of our processes by working cross departmentally with internal Shogun teams like Product, Marketing, Support and more, providing insights from your interactions to amplify the customer's voice and help inform product development, content development, enablement needs, and program development
- Your experience will help deliver thoughtful and impactful customer experiences and inform programmatic customer engagement approaches that can be delivered at scale. This includes:
- Customer Relationship Management: Develop and maintain strong relationships with key stakeholders in customer organizations to ensure their success with our products
- Proactive Outreach: Engage with accounts within the ideal client profile for onboarding, intervention, and upgrade opportunities. Engage with clients at different points in their journey to assist with activation and adoption
- Product Demonstrations: Host video calls with leads, clients, and agencies to introduce them to the software, advise on best practices for their use case, and demonstrate how the software can help them achieve their business goals. Showcase new features for client feedback and expansion revenue opportunities
- Customer Advocacy: Act as the voice of the customer within the company, providing feedback to product and development teams to improve our offerings
- Renewals and Upsells: Drive customer renewals and identify opportunities for upselling and cross-selling additional products and services
- Issue Resolution: Proactively address and resolve customer issues, ensuring prompt and effective solutions
- Data Analysis: Monitor customer usage data to identify trends, opportunities, and potential risks, and develop action plans accordingly
- Collaborate: Work closely with teammates to win and grow together. Collaborate and share ideas for engagement tactics. Identify opportunities for efficiency through defining needs for enablement material, documentation, and self-serve resources
- Process Improvement: Contribute to the development and refinement of customer success processes, tools, and methodologies
Our take
Shogun offers retailers an eCommerce platform that allows them to easily build fast-running, front-end pages that sit on top of eCommerce back-ends run on the likes of Shopify and BigCommerce. The company’s solutions are used by a selection of big-name brands like Fila, K Swiss, MVMT and Leesa.
At the company’s core is the freedom it gives retailers when selling their goods online. Shopify users are limited in the templates they can use without custom code, and whilst major online retailers like Amazon dominate the eCommerce space, there’s still a desire for brands to present themselves how they want to, and engage with their customers in their own way.
Shogun is coming along at an opportune time, particularly for non-technical small to medium business owners, who already have access to low code/no code services like Shopify to manage the backend, easier payment options like Stripe, and an array of logistics companies to take care of shipping. Shogun is sure to double down on this increasing call for individualism over the foreseeable future by developing more tools to help its users build stronger relationships with their customers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
78% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jun 2021
$67.5m
SERIES C
Oct 2020
$35m
SERIES B
Total funding: $114.8m
Company benefits
- Competitive salary
- Company-sponsored healthcare, visioncare, dentalcare for you and your dependents
- Retirement plans with matching contributions (401k, Pension, and RRSP)
- Paid parental leave
- Stock options
- Yearly company and department off-sites
- Home office set-up reimbursement
- Monthly home office productivity reimbursement
- Co-working space reimbursement
- PTO, sick leave, holidays, Shogie appreciation days, COVID-19 related time off
- Learning and Development reimbursement
- Mental health and wellbeing offerings
- Quarterly Wellness reimbursement
- Remote work – We are a diverse and distributed team that uses Slack, Zoom, Notion, and other tools to stay connected
Company HQ
Walnut, CA
Leadership
Nick Raushenbush
(Board Director)Having worked as a Translations.com Sales Associate, and Data Advisor at Forrester Research, they co-founded Glass & Marker in 2011. They left this in 2015 to co-found Shogun.
Finbarr Taylor
(CEO)They worked as a Freelance Web Developer for over 4 years before 2 years at Groupon and Exec. They co-founded Shogun in January 2015, serving as CEO.
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