Customer Success Manager - Swym

Position Overview: We are looking for Customer Success Managers who are passionate about onboarding Enterprise customers quickly and efficiently, and ensuring they get the most value from our products. Key Responsibilities: Ensure Go-live (TTL) and First Value (TTFV) as quickly as practical: Project manage app implementations for Enterprise customers Adopt best practices to ensure optimal TTL & TTFV Personalize the onboarding experience in line with the customers’ objectives Opportunistically onboard, consult and demonstrate value for Non-Enterprise customers too Develop consistent 2-way engagement with customers: Engage with customers proactively & contextually based on merchant health signals Maintain a predictable engagement cadence and ensure every touchpoint with the customer has solid value to deliver, backed by data Aim to elevate the 2-way customer engagement rate to 100% Make the path to Feature Adoption predictable and repeatable: Understand the basis and outcomes of the “most valued features” of our products Map that understanding to customer objectives and hash out adoption strategies Drive valued-feature adoption, and track and benchmark its outcomes Build adoption playbooks for different customer segments Evolve as a Product Expert: Know our product’s value proposition and functionalities end-to-end Keep up with product-releases by consuming the sign-off release documents Lead strategic review & roadmap conversations with your portfolio customers Relay product-related feedback and insights proactively to the PLG and Marketing teams Swear by Data-led plans of action: Dive deep into...