Customer Success Manager, Self Serve

2 weeks ago


Remote, Canada Unbounce Full time

Join Unbounce and help shape the future of marketing.

We’re a people-first, customer-obsessed company motivated by our passion for empowering digital marketers to achieve success with their campaigns. With intuitive landing page builders and a comprehensive suite of AI-powered features, our Conversion Intelligence platform helps you grow smarter.

Our team's technical expertise and creativity work together to drive our mission forward every day. We aim to continue being an innovative and inspiring company that both our customers and employees admire—and we invite our future team members to join us

**About the role**:
We’re looking for a Customer Success Manager, Self Serve to help us bring customers value with Unbounce and accelerate our Conversion Intelligence strategy. You will work on driving product adoption through 1:1 and 1:many interactions, engaging, retaining, and finding opportunities to grow our Self Serve customers as you partner with Customer Marketing. You’ll contribute to the Self Serve customer strategy and help inform customer campaign creation and iteration. You’ll synthesize customer feedback into trends, and champion the voice of the self-serve customer across the organization. In this role, you will be part of the Engagement team and report directly to the Senior Manager, Customer Engagement.

**What you’ll be doing**:

- Helping our Self Serve customers discover the value of Unbounce by providing actionable insights based on their account activity and marketing goals
- Collaborating cross-departmentally to execute 1:many tactical plans that increase retention and engagement, including campaign development, optimization, execution, and reporting
- Supporting the Customer Success team through expansion of 1:1 strategy call offering
- Supporting the Self Serve strategy and driving quarterly initiatives forward to achieve targets, reporting on and socializing your results and impact
- Identifying expansion opportunities and developing scalable nurture strategies
- Identifying the “why” behind numbers and trends, understanding how they impact customer behaviour, and tying your findings back to the broader customer base and overall org strategy
- Using data to guide your cohort segmentation and interpret results
- Advocating for the voice of the customer by sharing customer stories and insights with internal stakeholders to help guide product development
- Keeping well-informed of competitive products and solutions and what makes Unbounce unique
- Mastering Unbounce and learning it inside and out

**A little bit about you**:

- Minimum 2 years experience in a customer-facing role, preferably at a SaaS company
- You are fluent in both written and oral English
- Experience with Salesforce a bonus
- ** Customer Orientation**:The ability and willingness to find out what the customer wants and needs and to act accordingly, taking the organization’s costs and benefits into account
- ** Self-motivation**: A key element of emotional intelligence, self-motivation includes our personal drive to improve and achieve, commitment to our goals, initiative, or readiness to act on opportunities, and optimism and resilience
- ** Problem Analysis**:The ability to detect problems, recognize important information, and link various data; to trace potential causes and look for relevant details
- ** Time and Resource Management**: The ability to manage a high volume of deliverables and effectively prioritize and complete tasks
- ** Adaptability**: Involves the ability to effectively adapt to a variety of situations, individuals or groups. The ability to understand and appreciate different and opposing perspectives on an issue, to adapt an approach as the requirements of a situation change, and to change or easily accept changes in one’s own organizational or job requirements
- ** Analytical Thinking**: The ability to probe for and identify patterns across situations that are not obviously related, and to see underlying issues in complex situations. Sound analytical thinking requires attention to detail in order to see hidden connections and minimize the risk of errors. Analytical thinking includes a desire to pursue objective and data-driven decision-making, and an ability to navigate and effectively draw insights from multiple data points
- ** Communication**:The ability to respectfully and effectively communicate ideas and information verbally and in writing to ensure that messages are understood and have the desired impact. Communication includes listening skills, giving and receiving feedback, public speaking skills, presentation skills and non-verbal communication

**Share our values**:

- Courage
- Ambition
- Being Real
- Empathy
- Diversity

**What's in it for you**:
**Flexibility and time off**:

- 20 vacation days
- Holiday Closure: December 25th - January 1st
- One paid day off on your birthday
- One paid volunteer day per year

**Health and wellness**:

- A comprehensive benefits p



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