Digital Client Success Manager

Client Success @ MergeCo
The Client Success team helps shape the future of how groups, corporations, and teams purchase their gear one customer at a time. Our Client Success team is the main point of contact for all roles within their accounts, from C-suite executives to customer service reps.

As a Digital Client Success Manager (DCSM), you are responsible for growth and retention within our tech-touch client segment. Your primary goal is to manage and maintain relationships with clients, serve as the subject matter expert on our products and services advise clients on best practices and strategies and own the entire client lifecycle.

As a DCSM, you will collaborate closely with cross-functional teams to identify and address product concerns, growth opportunities, and overall small improvements within this segment to make a large impact on the client experience. 

A Day in the Life

• Develop strong, trusting relationships with a large volume of clients. Regularly take scheduled Zoom meetings and phone calls with clients to understand their needs and challenges. Proactively schedule meetings and outreach to identified clients to recommend growth strategy.
• Maintain knowledge of accounts, including their goals, tech stack, current initiatives, and performance
• Identify and execute data-driven growth opportunities within the account base, including e-commerce best-practice recommendations, cross-selling, new-store opportunities, competitive knockouts, and new users.
• Train new and existing Sales Representatives within accounts on new product features, best practices, and overall online store processes. Conduct product- and use-case-specific training sessions.
• Monitor accounts for potential health risks. Leverage and execute risk playbooks.
• Update and maintain account Salesforce data regularly.
• Collaborate with cross-functional teams, including Sales, Support, and Product, to execute client requests and initiatives.

Must Haves 

• Bachelor's degree or equivalent work experience in a client-facing role 
• 1+ years of  experience in Client Success, Account Management, or Sales. Experience ina SaaS environment preferred.
• Proven time management and multitasking skills in order to handle multiple tasks and clients/clients at once
• Strong organizational skills and attention to detail
• Demonstrated ability to communicate, present, and influence key stakeholders at all levels
• A team player who is coachable, takes initiative, and has a curious mindset.
• Comfortable working in an ever-evolving environment
• Up to 15% travel required
• U.S. Citizen or Permanent Resident status required
• Visa Sponsorship not available

Nice to Haves

• Experience with Zendesk, Zoom, and Google Suite products is a plus

A Few of the Perks

• Competitive benefits
• Unlimited PTO
• Remote work available for U.S.-based candidates
• 401(k) with employer match
• Paid parental leave
• In-office benefits for those local to Dallas, TX:
• • Catered lunches 
  • Casual office atmosphere & located in the Design District
  • Fully stocked kitchen

Candidates must be physically located and legally authorized to work in one of the following states: AZ, AR, CA, CO, CT, FL, GA, IL, IN, KS, ME, MI, MN, MO, MT, NV, NH, NC, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, and WI. We are currently unable to consider applicants outside of these states.