Build a trusted relationship with our clients, serving as their primary point of contact.
Coordinate implementation, onboarding and training to ensure smooth communication.
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.
Set up and leverage A/B testing and experimentation to help clients optimize web content.
Communicate with 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.
Identify opportunities for upselling and cross-selling, enhancing customer experience and maximizing ROI.

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.

Customer Success Manager

Key skills