Customer Success Manager

Job title: Customer Success Manager in USA at Roster
Company: Roster
Job description: The RoleRoster is looking for a high-energy, self-starting, organized, blah, blah, blah... Here's the deal—We need a legit difference-maker who's going to dive in headfirst, figure stuff out, and just make things happen. You gotta be awesome, hardworking, and ready to seriously move the needle around here. Your main job is to make sure our customers absolutely crush it with our product. We'll give you a bunch of customers, you'll charm their socks off with your irresistible charisma, and they'll fall madly in love with our brand. After that, just keep them renewing their contracts forever. Easy. You'll make most of your magic happen over Zoom and email, but occasionally you'll need to shake hands, kiss babies, and remind people you're more than just a pretty face behind a screen.What You'll DoCustomer Advocacy & Relationship Management

• Understand your customers' specific goals and demonstrate how Roster helps them accomplish these objectives.
• Regularly review and communicate metrics to highlight the value customers gain from using Roster.

Growth & Engagement

• Identify opportunities to expand customer usage and grow additional business within our current customer base.
• Help brands create fun and engaging ideas for activating brands' ambassadors and enhancing their effectiveness.

Ambassador Program Expertise

• Become an expert in executing impactful ambassador programs specifically for e-commerce direct-to-consumer brands.
• Provide ongoing training, support, and best practices to ensure customers optimize their ambassador marketing efforts.
• Build and manage day-to-day relationships with Roster customers

Customer Onboarding & SupportManage onboarding for new customers, ensuring smooth transitions and quick adoption.

• Regularly report on customer usage, adoption metrics, and overall health to proactively address any potential issues.

Cross-Functional Collaboration

• Work closely with support, product management, marketing, and sales teams to deliver seamless customer experiences.
• Help us keep our online knowledge base current with helpful articles and best practices for customer success
• Never be mean to James—he's the nicest person you'll ever meet.

Qualifications

• 2+ years in a client-facing or Customer Success role
• Extensive knowledge of social media platforms (Instagram, Facebook, TikTok, and X)
• Self-motivated and an ability to thrive in fast-paced environments
• Exceptional organizational skills with meticulous attention to detail.
• Adaptable team player who enjoys collaborative environments.
• Own all your responsibilities like a boss. Your boss's boss.

Bonus Points

• Prior e-commerce marketing expertise
• Knowledge of ambassador, influencer, and affiliates marketing strategies
• Familiarity with the Shopify ecosystem
• Experience as brand ambassador
• Proficiency using with Hubspot
• Hands-on experience using the Roster platform

Why join RosterThese are the glory days of the early, scrappy, startup life that everyone talks about but few actually live. You'll get a front-row seat and a starring role in building our future. You're gonna help shape our culture, steer our success, and basically become legendary around here. And it'll honestly be the funnest (we checked, still not officially a word, still don't care) ride of your career. You'll be surrounded by amazing people who'll quickly turn into lifelong friends, guaranteed. Plus, you'll hang with some of the most epic brands and become a straight-up wizard in ambassador marketing. Let's go!

• Remote-first work with optional office environment in Lehi or SLC.
• Mostly paid for medical, dental, and vision insurance with an HSA match. We're a startup, so it's not all paid for, but it is close. You'll be very happy with it.
• Company stock options.
• Parental Leave
• Unlimited PTO - you are an adult, we're not going to count, just get all your stuff done.
• More things that we haven't even thought of that you are going to suggest to us after you join the team.

About RosterRoster helps e-commerce brands easily manage and engage their ambassadors, affiliates, and influencers—all in one powerful platform. With Roster, brands can assign challenges, track performance, and reward their community to boost awareness, create authentic user-generated content, and drive referral sales. Everything from referral and social tracking to rewards and payouts is streamlined, making ambassador marketing effortless and impactful.
Expected salary:
Location: USA
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