Customer Success Manager

Location: Remote

• Shogun is on a mission to help brands create the best eCommerce experiences in the world, and in the process, become the world’s best remote company.
• We’ve been growing rapidly since being in the Winter 2018 batch of Y-Combinator, and after recently closing our Series B funding round, are now in hyper-growth.
• Our teams are fully distributed and global, and with no offices, we are looking for team members who are comfortable with and motivated by the opportunity to work remotely.
• We are hiring in the United States, Canada, Ireland, and the United Kingdom, and are interested in every qualified candidate who is eligible to work in these regions.
• However, we are currently unable to sponsor or take over employment visa sponsorship at this time.

What You’ll Do

• As a Customer Success Manager youll be responsible for ensuring our customers are successful and satisfied using our products.
• As your customers main point of contact, youll become their trusted Shogun advisor.
• You will also take a proactive, solutions-based approach, and work on their behalf to develop best practices and processes.
• Build a trusted relationship with our enterprise clients, serving as their primary point of contact at Shogun.
• Onboard our clients, and help answer any product and client service related questions.
• Guide our clients through the implementation process, working to ensure smooth communication between the client, Shogun team members, and the 3rd party service provider working on the implementation.
• Monitor key account health metrics for each of our clients, and reach out to foster engagement.
• Identify and escalate any technical support issues or product bugs to Solutions Engineering and Engineering teams.
• Communicate with our clients across a variety of channels, including Slack, Zoom, and email.

Requirements
What You’ll Bring

Need to have

• 3+ years of experience in a Customer Success or Account Management role in a SaaS business
• Experience working with enterprise-level customers
• Excellent listening and communication skills, with a passion for building strong relationships

Nice to have

• Knowledge of eCommerce website technology and eCommmerce platforms
• Experience developing best practices and proactive customer solutions

What We Offer

• Competitive salary
• Benefits (vary by location)
• A highly skilled and dedicated team that is fun to work with.
• Remote work We are a fully distributed team that works from anywhere with good internet.

Our Values

• Work in the open: Operate with high integrity and choose what’s right over what’s easy. Be transparent as a company and with each other.
• People are People: Treat yourself, colleagues, and customers with dignity, empathy, and respect. Start from a presumption of positive intent.
• Win and grow together: Strive to be the best, individually, and as a team. Support and encourage each other. Seek opportunities for growth.

Equal Opportunity Statement

Shogun supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity/expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class

Try Shogun

You can use Shogun to get a feel for one of our products, Page Builder. We’d love to hear what you think. Here is how:

• Create a Shopify Developer Account
• Create a development store
• Install Shogun on your development store
• Create a couple of pages. We’ll take a look