Customer Success Manager - San Francisco California

Company: Tbwa Chiat/Day Inc
Location: San Francisco, California
Posted On: 01/24/2025

About VSCOVSCO (pronounced vis-co) is a platform that equips photographers with the tools, community, and exposure they need to expand creatively and professionally. We maintain a rich and authentic creative environment that serves photographers at all levels - preserving a home for creative opportunity, inspiration, and connection.Our mission is to nurture creativity so you can make it. We empower photographers to connect with other creatives and businesses with our suite of creative tools that spans from mobile to desktop and across our global community. We are looking for humble overachievers and self-starters who are naturally curious, highly organized, and thrive in a fast-paced, ever-changing environment.About YouWe are looking for an experienced Customer Success Manager to lead and scale our support efforts for our fast-growing community of creators. You will be responsible for managing a team of support agents, ensuring the quality of our communication, optimizing tools and processes to ensure a seamless customer experience, and defining and achieving key success metrics. You will also collaborate closely with our Product, QA, and Engineering teams to proactively share insights from our community and recommend impactful solutions.The Day-to-Day

• Engage with customers across multiple channels to understand needs, resolve issues, and drive product adoption using tools like Zendesk, Intercom, and Salesforce.
• Manage a team of support agents, providing feedback, prioritizing support requests, and ensuring timely, high-quality customer communication.
• Develop and nurture strong relationships with key customers by providing personalized guidance and support tailored to their needs.
• Utilize automation and AI tools to streamline workflows and improve support efficiency.
• Gather, analyze, and communicate customer feedback and insights to influence the product roadmap and improve user experience.
• Develop onboarding programs, training materials, and support resources, ensuring easy access to FAQs and educational content.
• Define, track, and report on customer success metrics, such as adoption rates, satisfaction scores (CSAT), and retention, to assess team performance and drive continuous improvements.
• Drive retention by proactively identifying at-risk customers and implementing outreach strategies to ensure long-term satisfaction.
• Collaborate with cross-functional teams to identify patterns, address large-scale issues, and develop impactful solutions for VSCO's creative community.
• Monitor tools, workflows, and success systems to identify opportunities for optimization and ensure a seamless, efficient customer experience.
• This role requires flexibility to triage during evenings, weekends, and on-call scheduling to provide timely and reliable support for our global community.Qualifications
  • 5+ years of experience in customer success, including 3+ years managing a customer success function, ideally in the consumer/SaaS industry.
  • Strong interpersonal and communication skills with the ability to build rapport, empathize with diverse customer profiles, and handle sensitive situations with sound judgment.
  • Experience implementing automation tools and AI-driven solutions to enhance customer support efficiency and scalability.
  • Experience monitoring, analyzing, and reporting on trends, using data to drive informed decisions and improvements.
  • Keen attention to detail, ensuring clarity and consistency in communication and documentation.
  • Proficiency with CRM software (e.g., Salesforce, Zendesk), with experience optimizing workflows and driving customer success strategies.
  • Highly self-motivated with a strong sense of accountability, initiative, and the ability to thrive both independently and in a collaborative team environment.
  • Excellent internal stakeholder management skills with the ability to propose concise recommendations, create alignment, and document the path forward.
  • Most importantly, you have a growth mindset, embrace change, and practice with kindness, humility, compassion, integrity, and levity.Nice to Haves
    • An understanding of photography basics.
    • A background in customer retention strategies or subscription-based products.Why VSCO?We value the creative process and our employees' opinions - input is encouraged, regardless of your position or title. We want to work with people who are driven and demonstrate initiative in taking our mission to the next level.We believe in building a safe place for creative expression and celebrating that which makes us human, welcoming unique and personal backgrounds and experiences. We're proud to foster diverse perspectives within VSCO as we continue to build an inclusive culture.CompensationThe base salary for this position may vary based on several factors, including the approved job level. The base salary range for this role is $115,000 - $125,000. Salary is one component of our total compensation package. This position also qualifies for equity (i.e. stock options) and is eligible for discretionary bonuses based on performance. The benefits available for this position include flexible time off, a 401K retirement plan, insurance (medical, dental, vision, life/AD&D, short and long term disability), and 11 paid holidays.Application ProcessThe application window for this role will be open until at least 2/3/2025. This opportunity will remain online based on business needs which may be before or after the specified date.
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