Enterprise Customer Success Manager
Shogun
Shogun is on a mission to empower brands to create exceptional ecommerce experiences, and in the process, build the best remote company.
Since being in the Winter 2018 batch of Y-Combinator, we've seen tremendous growth while intentionally creating a culture where people from all backgrounds belong. Our company and products are informed by diverse perspectives from the best talent around the world. We are fully remote, have no offices, and are looking for team members who are excited to work remotely.
We closed our Series A and B in 2020, and after raising a $67.5M Series C in 2021, we are scaling faster than ever. Some of our investors include Insight Partners, Initialized Capital, Accel, VMG Partners, and Y Combinator. Join us to grow your career with our rapidly growing company!
Location
For this position, we are looking for candidates located in North America.
What You'll Do
As an Enterprise Customer Success Manager, you will work closely with our Frontend clients to help them achieve their business goals. You will engage with clients and agencies at different points in their lifecycle to assist with implementation, launch, adoption, and renewal. As a product and customer specialist, your understanding of the customer use case and journey will enable you to provide recommended paths forward to the client. You will develop strong customer relationships and drive results through product trainings and onboarding, education on best practices, and collaboration with internal Shogun teams for risk prevention and mitigation, in order to continually improve and impact the customer experience. You will understand potential obstacles and escalate issues as needed, demonstrating clear and thorough communication skills when partnering with different teams in order to deliver guidance.
Through your strategic relationships, you will provide valuable insights to internal Shogun teams and leadership, amplifying the customer’s voice and informing product development, enablement and content needs, and program development. We are looking for strategic and technical individuals with a track record of delivering high quality results and helping clients achieve long term success.
What You'll Bring
Need to have
- 4+ years in customer success or a customer relationship management type role with a preference for prior SaaS or ecommerce experience
- Strong customer focused approach, with experience building strategic relationships, and an ability to learn technical elements in order to best understand customer use cases, conduct success planning, and provide mitigation paths when a client faces obstacles
- Ability to uplevel and communicate customer findings and build collaborative relationships internally across sales, product, support, and marketing in order to enhance the customer experience and influence development
- Strong written and verbal communication skills, including the ability to explain complex concepts simply
Nice to have
- Time and work management skills to prioritize customer engagements and requests
- A working understanding of the ecommerce landscape
- The ability to be a self-starter and to identify opportunities and offer solutions. Previous experience working in a startup and/or fast-paced organization.
What We Offer
- Competitive salary
- Benefits (vary by location)
- Equity
- A highly skilled and dedicated team that is fun to work with
- Remote work – We are a diverse and distributed team that uses Slack, Zoom, Notion and other tools to stay connected
Our Values
- Work in the open: Operate with high integrity and choose what's right over what's easy. Be transparent as a company and with each other
- People are People: Treat yourself, colleagues, and customers with dignity, empathy, and respect. Start from a presumption of positive intent
- Win and grow together: Strive to be the best, individually, and as a team. Support and encourage each other. Seek opportunities for growth
Shogun supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity/expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class.
Please refer to the position specific location requirements listed under the location section of the job description as we are interested in every qualified candidate who is eligible to work in the mentioned location(s) without requiring employment visa sponsorship. Click here (or click apply if no hyperlink) if you are a New York or Colorado-based, US candidate.
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