SMB Customer Success Manager

SMB Customer Success Manager - Job Description

About Archive

Archive was founded by successful software and e-commerce entrepreneurs and launched in January 2023. We're backed by top investors like Stripe, Tiger Global, and Battery Ventures, who share our vision of building the fundamental infrastructure for brands to engage the creator economy with an AI-forward approach.

Our platform helps brands:

• Discover and manage creator relationships at scale
• Leverage AI to identify the most effective creator partnerships
• Automate content rights management and compliance
• Track and optimize creator marketing ROI
• Scale user-generated content across all marketing channels

Requirements:

• 2-4+ years of Customer Success Management experience
• 1+ years in SaaS or E-commerce industry experience
• Native-level English proficiency in both verbal and written communication
• Demonstrated track record of managing and growing customer relationships
• Strong analytical skills with experience in tracking and improving Customer Success metrics
• High level of self-motivation and drive with a proven ability to work independently
• Natural curiosity and desire to understand customer needs and business objectives
• Experience with customer success tools and CRM platforms
• Strong curiosity & experience towards automating CS workflows with AI
• Strong problem-solving abilities and attention to detail

Bonus Qualifications:

• Basic understanding of influencer marketing
• Previous experience in a high-growth startup environment

Key Responsibilities:

• Drive customer satisfaction and success through proactive relationship management and regular check-ins with assigned accounts
• Lead customer onboarding processes, ensuring smooth implementation and adoption of the Archive platform
• Develop and execute strategies to reduce customer churn while increasing retention and renewal rates
• Identify and execute upselling opportunities by understanding customer needs and showcasing relevant platform features
• Collaborate cross-functionally with engineering, support, and sales teams to resolve customer issues and implement solutions
• Gather and analyze customer feedback to improve product features and customer success processes
• Monitor and optimize key customer success metrics while developing strategies for continuous improvement

Location: Remote - GMT-04:00 to GMT-02:00

Skills required for this job:

• Artificial intelligence (AI)
• Customer success management
• E-commerce
• Influencer marketing
• Software as a service (SaaS)