Customer Success Manager

About Nurture Pro

Nurture Pro is dedicated to supporting wedding and event venues by increasing bookings and enhancing customer experience through advanced automation, AI, and marketing technologies. Our integrated CRM and marketing platform uniquely combines lead management, automated marketing, email and text campaigns, calendar scheduling, AI, online reviews, sales pipeline management, and analytics all tailored specifically for wedding and event venues. We distinguish ourselves by partnering closely with clients to drive their growth, directly correlating our success to that of the venues we serve.

Role Overview

The Customer Success Manager will oversee the entire client lifecycle, from initial demonstrations to onboarding, maintaining long-term client success, retention, and account expansion. This hybrid role integrates responsibilities across sales, product expertise, customer success, account management, marketing consultation, and project management.

Key Responsibilities

• Lead sales activities including responding to inbound leads, conducting discovery calls, delivering customized demos via Zoom, effectively communicating the platform's value, managing CRM pipelines, and collaborating with marketing to refine sales strategies.
• Manage client onboarding by organizing kickoff meetings, collecting required information, configuring accounts, setting up tools like calendars and automations, training clients, ensuring timely project progress, and successful launch of the platform.
• Maintain strong client relationships as a trusted consultant by conducting strategic periodic reviews, analyzing KPIs, recommending marketing enhancements, and ensuring comprehensive utilization of platform features.
• Provide exceptional client support by promptly addressing questions, troubleshooting issues, creating instructional videos, escalating bugs when necessary, and maintaining clear, ongoing communication.
• Drive client growth and retention by identifying upselling opportunities, presenting premium product features, conducting business reviews, gathering testimonials, and proactively addressing client concerns.
• Contribute to internal operations through process documentation, knowledge base updates, feedback sharing, training material development, and collaboration with leadership and various internal teams.

Performance Metrics

• Sales effectiveness measured by number of discovery and demo calls, conversion rates, monthly recurring revenue, sales cycle efficiency, and pipeline management.
• Success in customer outcomes including onboarding completion, launch timeliness, client satisfaction and retention, platform adoption, and overall client health metrics.
• Growth indicators like retention, churn reduction, upsell revenue, referral generation, and collection of testimonials and reviews.

Required Qualifications

• Minimum three years’ experience in customer success, account management, sales, or similarly client-focused roles.
• Proven ability to present software via virtual meetings and communicate clearly in English, both verbally and in writing.
• Strong organizational and project management skills, with capacity to manage multiple clients concurrently.
• Tech-savvy with problem-solving aptitude and professional, confident attitude.

Preferred Experience

• Familiarity with CRM and marketing automation tools such as GoHighLevel, HubSpot, Salesforce.
• Experience in digital marketing, SaaS products, or sectors like wedding and hospitality.
• Knowledge of automation tools Zapier or Make.com and AI applications like ChatGPT or Claude.

Software Utilized

• Nurture Pro CRM platform (GoHighLevel)
• Google Workspace apps (Gmail, Calendar, Drive, Analytics)
• Slack, Zoom, ClickUp, Loom
• AI tools including ChatGPT, Claude, Fathom AI
• Stripe and Meta Business Suite for payment and marketing integration

Compensation & Career Opportunities

This full-time remote role offers a competitive base salary reflecting experience, plus performance incentives including bonuses and commissions. Reporting directly to the Founder & CEO, the position collaborates with sales, marketing, operations, tech support, and virtual assistants. Career paths include senior client success management, team leadership, director roles in client success, sales, customer experience, and potentially COO.