Customer Success Manager

Los Angeles, CA

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Friendbuy is on a mission to change how businesses acquire new customers. Our platform powers referral marketing (refer-a-friend programs) for startups, large enterprises, mobile apps and everyone in between. If you’ve ever referred a friend to Dollar Shave Club, Warby Parker, ClassPass or Glossier, you probably used Friendbuy ☺

The reason we win with great clients is because we have great people. Our team comes from MIT, Harvard, Carnegie Mellon, HubSpot, Zappos, Facebook, and we’re backed by leading investors including Greycroft, General Catalyst, eVentures and Conde Nast.  

 

The Opportunity
Friendbuy is rapidly growing and we are expanding our Customer Success team. We provide a fantastic trajectory for making an impact and advancing your career. If you are motivated to help amazing customers and influence product direction, we want to hear from you! You bring your ambition and your passion, and we’ll give you the opportunity to shine.

As a Customer Success Manager, you have the most important job here at Friendbuy. You will become an expert on the Friendbuy platform. You will work closely with our clients to execute the most advanced tactics in referral marketing. You will also provide valuable client feedback to our Product team – a critical component in our process for innovation. To excel at this role, you must be confident, sociable and enjoy interacting with customers – and a resourceful problem solver.

 

Responsibilities

  • Priority #1: Make your customers happy!
  • Lead every aspect of the post-sale relationship including onboarding, training, support and renewals.
  • Deliver ongoing strategic guidance and analysis to help your customers achieve high growth with their Friendbuy implementations.
  • Build relationships with key executives and lead regular Executive Business Reviews.
  • Answer technical questions and when necessary work with Engineering on advanced integrations.
  • When challenges arise, achieve resolution by working with Engineering, Product and Sales.
  • Acquire market intelligence through customer feedback and customer development; clearly communicate this feedback to Friendbuy’s Product team.
  • Work with your colleagues to continually improve our Customer Success processes.
  • Become your customers’ champion and advocate for their needs loudly and proudly!
 
Requirements
 
  • Bachelor's degree
  • 2+ years of experience in Customer Success or equivalent history of Digital marketing, Email marketing or any aspect of B2B SaaS
  • Excellent communication skills, including written
  • Working understanding of basic technical concepts: JavaScript, APIs, HTML, CSS
  • Strong problem-solving skills with the confidence to provide well thought out solutions to customers
  • Organized and able to multi-task in a fast-paced entrepreneurial environment.
  • Team player
  • Strong passion for helping customers
  • Loves a challenge and can make adjustments on-the-fly
  • Presentation skills - highly desirable
 
 
Perks
We work hard and strive for excellence, but we also know how to kick back and enjoy the journey. On Friendbuy Fridays we shut it down a little early and hit the patio with beer & wine to socialize with our co-workers and the other startups in our brand new WeWork building.  
 

Within our private offices each person gets top-of-the-line hardware and optional standing desks. The common areas are spacious and campus-like with a “coffee shop” vibe. There’s plenty of coffee, tea and beer on tap.  A few of the other benefits of working here are:

  • Flexible vacation
  • Competitive salary
  • Continuing education
  • Health insurance
  • Employee stock options
  • Bonuses for hitting company and group goals

We have great customers because we have great people.  Join us!

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