Customer Success Manager (CSM)

Who We Are?

• We are a dynamic start up headquartered in the San Francisco Bay Area, CA.
• Our inspiration? Crafting technology that not only elevates web content but sets new standards in engagement and conversion.
• If you crave ownership, challenges, and a supportive environment to shape the future of e-commerce, then you're in the right place. Join Maker and become an integral part of our exciting journey.

What Sets Us Apart?

• Maker is not just another platform - it's a game-changer in the world of e-commerce! Our revolutionary platform is tailor-made to deliver the most captivating content for commerce, transforming online retail experiences into a rich tapestry of engagement, conversion, and revenue growth.
• We provide brands with no-code solutions to optimize digital content, improve conversion rates (CRO), and maximize customer engagement effortlessly.
• Our analytics and experimentation tools empower clients to make data-driven decisions to improve site performance and ROI.
• Get the opportunity to work with global brands like Walmart, Anthropologie, Sephora, Goodearth, Lakmè, and many more.

What You'll Do as a Customer Success Manager

• Build a trusted relationship with our clients, serving as their primary point of contact at Maker.
• Coordinate implementation, onboarding and training to ensure smooth communication between the client and the Maker team.
• 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 on customer's websites.
• Set up and leverage A/B testing and experimentation to help clients optimize web content for improved user engagement and higher conversions.
• Communicate with our 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 to improve retention.
• Identify opportunities for upselling and cross-selling, enhancing customer experience and maximizing ROI through better engagement strategies.

Required Skills:

• 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.

Timings:

• Monday to Friday, 9 AM - 7 PM. Fully remote role / Work from home.

Why Join Us?

• Work with the most iconic brands.
• Your ideas matter - inspire us!
• Learn and grow with a talented team.
• At Maker, we cherish growth, celebrate fresh ideas, and thrive on initiative.