Customer Success Manager - Web Design & Digital Strategy

View full description

Requirements:

• Proven experience in customer success, account management, or a related role within the SaaS or e-commerce industry.
• Strong communication, interpersonal, and problem-solving skills.
• A customer-first mindset with the ability to balance business objectives and customer needs.
• Technical aptitude to understand and explain SaaS solutions and workflows.
• Self-motivated and organized, capable of managing multiple priorities and accounts effectively
• HTML & CSS
• Software aptitude

Responsibilities:

• Conduct regular account reviews to discuss website performance, SEO effectiveness, and overall e-commerce strategy.
• Facilitate discovery discussions to uncover new customer needs and align them with our web design, SEO, and digital marketing offerings.
• Serve as the primary point of contact for assigned accounts, advocating for customer needs internally and ensuring alignment with their online growth goals.
• Lead and/or execute website implementation, design and optimization projects for new and existing customers.
• Guide new customers through the onboarding process, ensuring their website, branding, and SEO strategy are effectively implemented.
• Provide recommendations on UX/UI improvements, conversion rate optimization, and site structure based on industry best practices.
• Address customer inquiries related to website performance, SEO, and marketing strategies, providing timely and effective solutions.
• Handle frontline service and support requests related to website configuration, and basic troubleshooting, escalating technical issues when necessary.
• Identify and present opportunities for website enhancements, SEO improvements, and digital marketing strategies that align with customer objectives.
• Partner with customers to refine their e-commerce presence, leveraging data insights to drive traffic, conversions, and overall business success.
• Stay up to date on industry trends and best practices in web design, SEO, and digital marketing to proactively advise customers on new opportunities.