Instapage is hiring a

Customer Success Manager

San Francisco, United States

Instapage is the first and only Advertising Conversion Cloud™. Our solution helps marketing teams increase advertising conversion by enabling the creation, personalization, and optimization of post-click experiences at scale.

A Leader in G2Crowd’s Personalization, Conversion Rate Optimization, A/B Testing, and Landing Page Software grids, Instapage is ranked #1 in customer satisfaction.

The Job

You will be joining our Customer Success department and your position will be key to our growth strategy. Join a fresh team of 7 customer success managers and work closely with our enterprise customers helping them use Instapage to its full potential.

Responsibilities:

  • Drive the early success phase for our new customers and ensure a positive and productive start to a long relationship
  • Own overall relationship of assigned customer accounts, which includes being responsible for customer on-boarding, training, developing innovative solutions, increasing user acquisition and engagement, and ensuring retention and up-sells
  • Coach customers to be product experts and train their teams on Instapage best practices so they become increasingly self sufficient
  • Proactively outline customer critical success factors, metrics for success, potential issues, and provide recommendations
  • Proactively coach and guide customers to engage in best practices that enable them to succeed with the platform
  • Collaborate with Sales, Marketing and Product teams to offer customers a consistently high-quality experience with the Instapage brand
  • Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product
  • Identify common customer challenges and proactively suggest better solutions
  • Track accounts to identify churn risk and work proactively to eliminate that risk
  • Establish a trusted/strategic advisor relationship with each enterprise customer
  • Conduct frequent reviews with accounts to determine customer satisfaction and identify opportunities for improvement and product use expansion
  • Identify at risk accounts and minimize monthly and annual churn rates
  • Identify upsell opportunities and work with Sales to drive additional revenue from customers.
  • Act as point of escalation to ensure effective resolution to all account issues
  • Occasionally travel and meet with customers onsite to discover and understand their needs and help them develop an Instapage on-boarding process

Requirements

  • Minimum 2 years of software support experience.
  • 2+ years in a SaaS environment
  • Excellent communication skills and a positive attitude.
  • Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention
  • Proven Experience with Application / Internet-Based Customer Support.
  • Prior to Hire - Full Understanding of Customer Success / Community Engagement.
  • Ability to (after initial training) self-manage and work within multiple systems efficiently; Zendesk, Asana, Stripe and others.
  • The ability to manage multiple tasks at once and work with non-internet savvy people in an application-based environment.
  • Progressive personal and business related ideas.
  • Not easily upset, frustrated, or flustered.
  • Love of learning and teaching.
  • Ability to effective research and monitor upcoming and current internet marketing trends.

Bonus

  • A comprehensive understanding of Internet Marketing, A/B testing, Landing Page Optimization, and data-driven principles

Benefits

    • Paid Time Off + all major U.S. holidays
    • Flexible work hours and WFH days
    • Full health benefits (medical, dental, vision)
    • Catered Lunch and snacks/drinks every day
    • A bright office, conveniently located in SOMA with a full gym and locker room/showers and a beautiful rooftop deck.
    • Only the best top of the line technology
    • Career growth/education budget (conferences, books, workshops, etc.)
    • Accelerated career growth opportunities
    • A hard to compete with company culture (see our Glassdoor reviews)
    • Ranked #16 tech company in SF for customer satisfaction and employee happiness.


    We are open to local candidates only! You'll need to work in Instapage San Francisco office on a regular basis.

  • Paid Time Off + all major U.S. holidays
  • Flexible work hours and WFH days
  • Full health benefits (medical, dental, vision)
  • Catered Lunch and snacks/drinks every day
  • A bright office, conveniently located in SOMA with a full gym and locker room/showers and a beautiful rooftop deck.
  • Only the best top of the line technology
  • Career growth/education budget (conferences, books, workshops, etc.)
  • Accelerated career growth opportunities
  • A hard to compete with company culture (see our Glassdoor reviews)
  • Ranked #16 tech company in SF for customer satisfaction and employee happiness.


We are open to local candidates only! You'll need to work in Instapage San Francisco office on a regular basis.

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