Customer Success Manager (Social, Remote) (San Francisco)

Job Description

Job Description

Position : Customer Success Manager, full-time

Location : US-based, PST. Remote + special consideration for San Francisco or Sacramento natives

Compensation : $75,000-85,000 per year with stock options

Benefits : Amazing full medical and dental coverage

Join us in an impactful, high-visibility role where youll define the customer success experience and build a first-of-its-kind social community growth platform. This is a unique opportunity to build and scale your own department within a company poised for growth.

About Us

Scrollmark fuels social community growth, drives revenue, and identifies sentiment by using social media engagement as a catalyst. Our platform enables customers like Cetaphil, Tree Hut, Fox Racing, and Old Navy to connect with their audience through context-based conversational journeys, customizable social loyalty programs, DM subscriptions, and intelligent social sentiment analysis.

As a venture-backed, early-stage startup (raising $8M led by top VCs), were looking for talented and driven team member who believe in our mission. We're expanding our customer base rapidly, with nearly 90% of sign-ups converting to paid customers. Our team is committed to creating an inclusive, passionate, and supportive environment.

About You

You're someone who has worked in social media marketing, or has been a social media manager before .

You possess 2+ years of customer-facing experience.

Youre excited to build processes from the ground up, and thrive in a fast-paced startup environment

You have exceptional organizational, communication, and writing skills.

Bonus if you're familiar with HubSpot CS Suite and local to San Francisco or Sacramento.

Responsibilities

Create and maintain a comprehensive knowledge base and public documentation on Coda

Conduct regular reviews of major accounts, identifying growth opportunities and optimizing platform usage

Generate EOM / EOQ reporting using our software suite

Build journeys for customers in Scrollmark using success criteria

Influence product direction by gathering and relaying customer feedback to enhance platform features and usability

In Your First 3 Months, You will :

Build relationships with founding team members and leadership, fully immersing yourself in our platform

Guide new customers from onboarding to launch, setting a high standard for customer experience

Become a product expert, supporting cross-functional teams with insights and expertise

Build out scalable processes, knowledge bases, and other resources to empower our future Customer Success team

Establish regular communication with new and existing customers through Slack, Teams, and email - proactively addressing issues and collecting insights for case studies

If you're ready to join a team thats pushing the boundaries of social commerce and lay the groundwork for Customer Success at a growing company, wed love to meet you!