Senior Customer Success Manager - UTM.io (SaaS) / Part-time

This position is fully remote/WFH on a part-time hourly basis.

UTM.io is a leading campaign data governance and link management solution. Thousands of marketers and data analysts use it to keep their marketing attribution and campaign analytics clean and organized. We take the horrendous process of maintaining a UTM campaign spreadsheet and make it a breeze.

We are looking for a Senior Customer Success Manager to join our team and help our prospects and customers maximize the value they get from the product. 

This role requires experience in SaaS, working in a sales capacity in Customer Success, and marketing/analyst experience building, managing, and analyzing UTM data in Google Analytics or any other analytics tool.

This is a part-time hourly position at 20-30 hours per week.
Candidates based in the US or Canada are preferred, but not a requirement.

Position Mission:

As a Senior Customer Success Manager, your mission is to understand how a company is currently tracking its marketing efforts using UTMs, how this is translated into reporting, and then help build out their account on UTM.io to have the best possible UTM taxonomy, workspace set up, and rules to ensure cleaner analytics reporting.
 

What You Will Do

• Conduct personalized outreach to new customers who have signed up for the product to set up training sessions
• Conduct campaign link and UTM diagnostics to assist in setting up their UTM.io account
• Deliver onboarding training and materials through Zoom
• Ensure platform adoption by helping customer build and set their UTM and campaign link taxonomy
• Deliver value and customer satisfaction through all stages of the customer lifecycle from onboarding through growth and renewal
• Help customers find the right pricing plan on the platform
• Identify risks or barriers to success and proactively put together an action plan
• Monitor the customers’ happiness closely to offer solutions before issues occur
• Mediate between clients and the other departments, including product management and sales
• Handle and resolve customer requests and complaints
• Minimize customer churn
• Share feature requests and effective workarounds with team members and aid in product design and product development
• Respond to customer queries in a timely and accurate way via help center, call, or email
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved

What It Takes To Be Successful

• Must have SaaS experience
• Experience in a sales capacity in Customer Success
• Strong analytical skills and experience working with Google Analytics is a must
• Must have a marketing background, which is a plus if you have worked with paid media and email marketing, and performance marketing
• Knowledge of marketing attribution and its models is a plus
• Experience using help desk software and remote support tools is a plus
• Understanding of how CRM systems work
• Strong articulation and presentation skills
• Ability to communicate and foster positive business relationships
• Willingness to learn and use coaching feedback to improve
• 1+ years’ experience working in a Marketing Technology and Analytics environment a plus.
• Passionate about working with customers and delivering a great customer experience
• Patience when handling tough cases

What you will do in the first 3 months

• Get to know the UTM.io platform, its features, and how it benefits users. This includes familiarizing with the product's interface, functionalities, and the common issues users might face.
• Review and understand the standard operating procedures (SOPs) relevant to customer success, product handling, and issue resolution.
• Start engaging with new customers under supervision, setting up training sessions, and conducting initial link and UTM diagnostics.
• Meet with different teams such as product management, and sales to understand the interdepartmental workflow and collaboration process

• Begin handling customer accounts independently, focusing on building UTM taxonomies, workspace setups, and rule configurations.
• Actively monitor customer happiness and satisfaction levels. Identify potential risks or barriers and develop action plans to address them.
• Start sharing customer feedback and feature requests with the product team. Engage in discussions on product design and development based on customer insights.
• Handle and resolve all customer requests and complaints more proactively. Implement solutions and workarounds as needed.

• Take full responsibility for customer satisfaction throughout all stages of the customer lifecycle, from onboarding to renewal.
• Analyze and report on product malfunctions and customer usage patterns. Use this data to help improve the product and customer experience.
• Deliver more advanced training sessions and materials, ensuring customers are utilizing the platform to its fullest potential.
• Begin making more strategic contributions to the team, such as suggesting improvements to the customer success process, developing new training materials, or identifying new growth opportunities within the customer base.

Compensation & Benefits:

• Hourly rate: $40-$60
• Semi-flexible work schedule at 20-30hrs per week, mostly within the US time zone
• Work from anywhere, fully-remote position
• Competitive pay with opportunities for bonus
• All federal holidays off
• Outstanding opportunities for personal growth and career development
• Continued education and training that exceeds what you have ever seen before