Customer Success Manager

About BitBranding

BitBranding is a rapidly expanding marketing agency focusing on clothing brands, boutiques, and private labels. We specialize in innovative growth strategies, including our high-ticket coaching program, Optimized Store Owner (OSO), designed to help store owners achieve their business goals.

Role Overview

We seek a Customer Success Manager to be the primary liaison for OSO members, ensuring they progress toward their targets. This role is ideal for someone passionate about customer success with a background in marketing or strategic solutions, adept at creative problem-solving within a dynamic, small-team environment.

Key Responsibilities

• Manage onboarding, retention, and engagement of over 100 OSO members from initiation through renewal.
• Create strategic plans aligned with both member objectives and BitBranding's growth goals.
• Act as the main contact for members, proactively addressing issues and responding promptly to inquiries.
• Monitor and report on onboarding, retention, and engagement metrics to evaluate program effectiveness.
• Conduct kickoff calls and regular check-ins, preparing summaries and actionable plans.
• Identify potential upselling and cross-selling opportunities across BitBranding’s product suite.
• Leverage AI tools to enhance efficiency while maintaining personalized member interactions.
• Represent customer perspectives in team meetings, contributing to ongoing product and service refinements.
• Collaborate with Marketing and Product teams to address recurring member challenges through improved content and offerings.

Candidate Profile

• Minimum two years of experience in customer success, customer experience, or related fields; prior experience in retail, agencies, or SaaS, particularly with apparel brands, is advantageous.
• Proficient in using data analytics for strategic decisions and knowledgeable about ecommerce platforms like Shopify, Klaviyo, and Meta.
• Experience with LMS or community management is beneficial.
• A resourceful problem-solver who thrives in fast-paced settings and is ready to handle challenging conversations.
• Strong communication capabilities through phone, video, and email, coupled with excellent organizational and project management skills to manage a large portfolio.

Why Join BitBranding?

• Opportunity to make a significant impact within a startup culture.
• Commitment to continuous learning and personal development.
• Access to financial advisors supporting your financial well-being.
• A balanced lifestyle with regular team events and flexible vacation policies.
• Quarterly performance bonuses and comprehensive benefits including 401(k), medical insurance, and company-provided Mac computer.
• Paid volunteer hours and family-focused leave policies.
• Provision of professional growth materials such as free books.

Measures of Success

• Increased member retention and renewals in the OSO program.
• Members achieving growth objectives more rapidly.
• Reduction and swifter resolution of escalations with positive customer feedback.

Additional Information

Location arrangements are flexible, including onsite at Allen, Texas, hybrid, or fully remote options tailored to the candidate.

Perks include professional growth opportunities, office snacks, and a collaborative environment prioritizing member success and innovation.