Website Superside
Customer Experience Manager
Superside is looking for a Customer Experience Manager for the Customer Success Management team to constantly reshape the way we create value in our partnerships with top-tier brands and companies like Facebook, Amazon, Red Bull & Puma.
We move quickly and experiment with new strategies and ways of adding value to our new and existing customers. We engage with end-users and executives alike to ensure that our customers love, adapt and grow with Superside. Nothing makes us happier than when our enterprise customers are wildly successful with their Superside setup. The team works hard, works together, and has fun doing it as we strive to build and grow a successful strategic design and customer success team.
Reporting to the Director of Customer Success & Insights, success in this role will be measured by your ability to optimize the customer experience (with a focus on onboarding), re-design processes accordingly, manage integration projects independently, enable the CSM team and your contribution to the development of how we do Customer Success Management at Superside.
What You’ll Do
- Own responsibility for the customer onboarding process
- Support the continuous development of the customer experience at Superside
- Conduct research and analyses of operational effectiveness, processes, stakeholders, etc.
- Plan, implement and manage proposed recommendations and projects as well as monitor and report progress
- Perform business modeling to track and optimize customer experience
- Collaborate with various departments to collect data and complete analysis
- Gather feedback from customers and analyze user and market behavior to support Customer Success Managers
What You’ll Need to Succeed
- Masters Degree in business or related field
- 3+ years of experience in a top management consulting firm (MBB)
- Professional with strengths in structuring and executing various analyses
- Effective executive communication (Powerpoint and Word)
- Self-starter who can work effectively both independently and in collaboration – often managing multiple tasks simultaneously
- Comfort with owning project timelines, prioritizing tasks, and assessing speed/accuracy tradeoffs
- Excellent English verbal and written communication skills, good at presenting ideas and discussing solutions in large groups
- Ability to quickly learn relevant design production/operations/process concepts
- Bias for action, appreciation for data driven processes, hard-working, proactive, client centric and execution driven mindset
Why join us?
- We are a global company with 140+ subscription customers worldwide and are experiencing strong revenue growth. You will be exposed to all aspects of a business in startup mode and scaling quickly
- We’re 100% distributed, so you can work from anywhere in the world
- We value employee development; and offer mentorship, meaningful work and many opportunities to step up and lead
- See something you want to improve? Awesome. We’re a flexible and collaborative team that is always learning and growing
- The whole company is closely connected and aligned. We function in a trusting environment while seeking the truth in an ego-free manner
- We’re just the right size. Not a small startup and not a corporate entity either
- We have a strong social mission. Your impact will extend beyond just the success of the company by making real-world improvements to fair wages and putting design and creativity at the forefront of marketing
Superside is a remote future-of-work scale-up that delivers great creative on a subscription basis, mainly to global US-based brands. We currently deliver strategic creative solutions to brands such as Facebook, Redbull, Puma, Amazon, Salesforce, LVMH, Twitch, Shopify, and others. We are roughly 500 team members across more than 50 countries, and we are growing 300% year-over-year.We work together with our customers through our inhouse tech platform, enabling seamless and productive remote creative collaboration and project management across the world. We have a world class tech & product team that develops innovative solutions to enhance and augment our creative services. Being a “non-agency”, we do things very differently – we partner with our customers to ensure their success, we don’t work to win awards.
Superside is backed by Y Combinator, Prosus Ventures, Luxor Capital, Slack Fund, and other renowned US-based tech investors. We raised US$30 million in 2021 that we are investing in technology and continued hyper growth.
About Superside
We’re an equal opportunity company. All applicants will be considered without attention to ethnicity, appearance, religion, gender identity, sexual orientation, national origin, veteran or disability status.
To apply for this job please visit superside.pinpointhq.com.
Customer Experience Manager at Superside
Share with someone
