Customer Support Manager, US

Are you a relational, customer-focused, technically strong individual? Do you want to be part of a growing, global, fast-paced environment? Mouseflow is seeking a Customer Success Manager (CSM) to join its growing Customer Success team.

 

The Job

You will be on the front line providing world-class service to our enterprise customers and certified agency partners: training and onboarding new customers and partners, and conducting check-ins and business review meetings with existing ones.

CSMs have an in-depth understanding of the customer’s needs and seek to develop positive customer experiences and foster relationships that support customer satisfaction and loyalty. Working alongside the other customer-facing teams, CSMs at Mouseflow focus on the main pillars of Retention, Expansion and Advocacy.

CSMs are considered trusted advisors to our customers and product experts in Mouseflow’s technology. Your ultimate goal will be the health and retention of your customer portfolio, and since we are always improving, your input will be a valuable part of our team’s evolution. This position is full-time and you will report to the Director of Customer Success & Support.

We take pride in how we approach Customer Success here at Mouseflow. Instead of the traditional, tired tactics used by many companies, we’re building fresh, intelligent processes and offerings that surprise and delight our customers. We’re looking for smart people who can help us innovate on this approach.

 

Responsibilities

  • Schedule: since this position serves customers and partners across the US and EU time zones, you must be able to work 8am – 4pm Eastern Standard Time.
  • Manage the onboarding project and training for new enterprise customers from start to finish, consisting of live video call meetings and asynchronous project work.
  • Understand the entire customer experience, putting customers needs first and helping us evolve the customer journey as needed
  • Develop a deep understanding of Mouseflow’s technology to help create customer success best practices.
  • Maintain ownership of a portfolio of customers, developing relationships across a broad set of stakeholders while supporting existing teams to drive adoption and retention of Mouseflow across their organization. Co-create success plans with these customers to develop a deep understanding of your customers’ business.
  • Maintain a clear view of customer risks and opportunities
  • Be an advocate and voice for our customers internally and partner with cross-functional teams to facilitate successful implementation, adoption, expansion, and renewals
  • Work with the Partner sales team to establish training programs for partners and conduct onboarding.
  • Provide expert, strategic guidance and devise innovative solutions to ensure your customers’ and partners’ success.
  • Continuously take ownership and propose improvements for how we operate as a Customer Success team.
  • Collaborate and help other team members when they get stuck.
  • Have fun with your work and enjoy a good work-life balance.

 

Qualifications

  • Education: You have a bachelor’s degree or equivalent experience in a related field.
  • Experience: 3+ years in a customer success or account management role.
  • Customer-facing experience within a SaaS company is required
  • Communicative: You are an excellent communicator, fluent in written and spoken English. Additional fluency in Spanish is a plus.
  • Relational: You have excellent people skills and can interact with customers in a way that is approachable, comfortable, and understandable.
  • Project management skills: You are highly organized and are comfortable juggling multiple simultaneous projects.
  • Technical skills: Intermediate competence with HTML, CSS, Javascript, tag-management software (like GTM), and other web languages / technologies. You don’t need to be a developer, but you must have experience with these languages and technologies and be able to navigate them at an intermediate level.
  • Resourceful: You proactively solve problems and enjoy “figuring it out” independently.
  • Collaborative: You are humble and care about the team’s success first.
  • Fun: You don’t take yourself or your work too seriously; you contribute to a casual, happy, energetic company culture.
  • Change: You like change, which you know is constant in a growing company.

 

What we offer

  • Location: this is a 100% remote position, with the option to work from our office in Austin, Texas
  • Cultural emphasis on work-life balance.
  • Competitive pay.
  • Casual, fun, international company culture.
  • Fast-growing company with the potential for career growth.
  • Flat hierarchies, short communication channels and a culture where everyone’s voice matters.

 

About Mouseflow

Mouseflow was founded in Copenhagen, Denmark in 2010. It currently has offices in Copenhagen, DK, and Austin, TX (USA), with employees all around the globe.

Mouseflow is growing fast and gaining broad recognition in the market. It was recently recognized in the G2 list of Top 100 Software Products, across all industries, and the G2 Spring 2023 list of Best Support for Enterprise. And it has received the coveted Børsen Gazelle award 6 times in a row, recognizing its place among the fastest growing companies in Denmark.

In 2018, Offspring Capital acquired Mouseflow with the clear strategy of taking Mouseflow to the next level. Mouseflow is a leading global SaaS (Software-as-a-Service) web analytics company. Used by 210,000+ websites worldwide, Mouseflow tracks activity on your website and lets you replay the full visitor experience to identify pain points, boost conversions, and optimize your website.