Customer Success Manager (CSM)

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Customer Success Manager (CSM)

Customer Success
Global (Remote)

Allegrow is a fast-growing SaaS business, helping customers big and small with a technology platform to optimise their inbox placement.  

We’re operating in a new segment/category in the world of software which opens the door for high levels of creativity and innovation in customer success. The customers you build relationships with will look to you as a trusted partner and advisor to help them navigate the world of inbox placement. 

At Allegrow, putting the ‘Customer First’ is one of our core values and having the best customer success department in our industry is our expectation and focus. We’re passionate about helping marketing and sales teams achieve better results in their email programs using best practices and technology which are sustainable in the long term.

We need a dedicated partner who is a proactive problem solver with excellent communication and relationship management skills. You will take the lead on inspiring customers with the future of Allegrow while driving expansion and most importantly building long-lasting relationships. 

We’re offering a competitive salary including a quarterly bonus, work-from-home privileges and an opportunity to be one of the earliest team members at a profitable fast-growing SaaS business. Are you ready for the challenge?

The Role will mostly involve:

  • Driving onboarding, adoption, and retention of our customers. 
  • Outlining and following up on onboarding with customers for a smooth start using the platform. 
  • Empowering our customers by regularly conducting product training and sharing best practices for their outbound email playbook. 
  • Proactively reaching out to customers with recommendations on how to optimize their usage of Allegrow.
  • Monitoring and identifying opportunities for expansion of existing customer use-cases. 
  • Analysing lost accounts, identifying reasons for churn and putting action plans in place to win-back customers. 
  • Be a proxy for the customers' voices to outline for the product team how Allegrow could be improved to serve customers better. 
  • Coordinate with marketing to identify areas where customers would benefit from content outlining best practices. 
  • Tracking account health and forecasting churn. 
  • Identify ideal accounts which can become long-term Allegrow advocates and work towards building case studies/testimonials from these accounts. 

You’re likely to be a good fit if you have:

  • 1+ year of experience at a SaaS business or digital/management consultancy in a customer success role. 

  • University degree (2:1 class or higher).

  • Proven ability to establish credibility and communicate effectively through presentations and written communication for both external and internal purposes.

  • Experience setting priorities and driving to reach closure on decisions and action points from recommendations you’ve made in a professional manner.

  • Ability to influence decisions towards continuous improvement.

  • Experience managing a variety of accounts from SMB to Enterprise.

  • Experience operating at a Seed stage business (ie. internal infrastructure developing, high level of independence required, high growth).

  • Natural ability and interest to become a subject matter expert in the field of go-to-market technology.

  • English speaking proficiency is fluent. 
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