Customer success & service manager

ButterCMS is an industry leading headless CMS (Content Management System) leveraged by some of the most iconic global companies including: Roblox, 1-800-Contacts, SalesForce, NomNomNow, SidelineSwap and more. We aim to provide a powerful, developer and marketer friendly solution to manage content across all digital properties. We are part of Tiugo Technologies, a launchpad for new developer platforms, helping software companies accelerate growth, increase operating efficiency and scale their business. Tiugo contains a suite of brands which are API-first, market-leading developer platforms focused on content creation and digital collaboration. Together our products have powered millions of software applications and websites. Enabling content and communication in everything from Microsoft to NASA, you might not know our name, but you’ve probably used our software.

That said, we wear a few hats, so this role is responsible for managing inbound messages from all of our customers as well as maintaining their own book of business.
To support our global users and collaborate effectively with the US team, this role will work adjusted hours. Manage and respond to inbound customer support messages and emails via intercom.
Conducting onboarding, implementation, and training sessions as required.
Oversee the customer lifecycle management and identify areas for upgrade and expansion
Create and deliver customised reports, presentations, and performance insights to demonstrate the impact of our solutions.
Lead customer training sessions, webinars, workshops, and demonstrations to enhance product knowledge and usage for our customer base.
Assist in the development of customer success playbooks and resources.
Serve as the liaison between customers and internal teams, such as product development, sales, and support.
Manage customer escalations and ensure issues are resolved quickly and effectively.
20% Chat/Email support for the ButterCMS Userbase

• 30% Admin Tasks/Projects
• 30% Customer Calls
• Experience on Content Management Systems platforms and/or SaaS
• Ability to understand the technical side of the Marketing Technology tools
• Proven track record working in the full CSM cycle: from implementation and onboarding, to renewals, retention, upselling, and cross-selling.
• Proven track record in managing portfolios worth over $1M.
• Basic understanding of html and css

Other languages (preferably Spanish)
Startup or mid-market environment experience
Annual financial bonus depending on the company’s performance

• Flexible schedule and fully remote work
• Extra leave for Tiugo Day - our company’s foundation day and your birthday
• English lessons with a native speaker and an online language platform where you can learn English, Spanish, and German
• Access to a mental health and well-being platform with 24/7 dedicated psychological support
• Private medical care (Enel Med or Medicover) and Multisport card
• 2 weeks of paid parental leave for our contractors

Recruitment process:

• HR Interview with Maja Woszczyk, Senior HR Generalist
• Interview with the Hiring Manager , Allison Murray
• Technical interview with Jake Santerre , Sales Director, and Aaron Kent, Solutions Consultant