Customer Success Manager (CSM)

Job description

**Who we are looking for…** BloomNation is scaling rapidly and seeking a Customer Success Manager. You’ll play the vital role of delivering value to your book of business: helping our floral partners grow their business, building relationships with them, and ensuring strong customer retention. This role is best suited for someone who is empathetic, driven, loves solving complex problems with grace and gusto, and balances a competitive nature with being a team player. Working well under pressure and being comfortable with ambiguity are also important - we like to move fast, and that means things can change quickly! You should have at least 1 year of experience in a Customer Success role where you were responsible for retention of a dedicated book of business. Bilingual in Spanish is a big plus! ### Specifically, you will… - Take ownership of a book of business, ensuring that all your clients receive the value they expect from [Promenade.](http://Promenade.Maintain) - [Maintain](http://Promenade.Maintain) high retention and build trust and rapport with your book of [business.](http://business.Drive) - [Drive](http://business.Drive) adoption of our Point-Of-Sale system, Dashboard features, and other elements of Promenade’s [offerings.](http://offerings.Identify) - [Identify](http://offerings.Identify) opportunities for upsell and expansion, and take action to capture those [opportunities.](http://opportunities.Handle) - [Handle](http://opportunities.Handle) support requests from your book of business via email and [phone.](http://phone.Triaging) - [Triaging](http://phone.Triaging) incoming support issues, accurately diagnosing them, and escalating bugs to the engineering [team.](http://team.Acting) - [Acting](http://team.Acting) as an advocate for Promenade’s partners and providing them with outstanding service while resolving issues in a timely and efficient [manner.](http://manner.Identifying) - [Identifying](http://manner.Identifying) trends and inefficiencies to enhance the support process and improve the user experience. - A product evangelist! Helping partners use our Promenade products to change the way local businesses connect with their community. ### What’s in it for you... - Personal career development that focuses on where **you** want to grow, not just the needs of the company - Equity/Stock options in a profitable and rapidly growing company - Great Medical/Dental/Vision coverage - Fully-remote role with MacBook Pro and home-office supplies provided - Ability to mold your career and make an immediate impact - Work in a fast-paced, fun environment with an eclectic group of people from all over the world ### You will excel if you are... - A natural people person and relationship builder - Passionate about serving small businesses and being apart of a growing startup - Tech savvy and can quickly pick up sales/support tools such as Salesforce, Confluence, and proprietary systems - An excellent communicator, both in writing and over the phone - Friendly, optimistic, and have a caring demeanor - Adept at working well in a start-up environment