Create the future

< Back

Customer Success Manager

Full Time

Customer Success Manager

Job description

Popular Pays is the leading platform for agile advertising, which addresses an industry in transition through a powerful mix of creativity and technology to connect a global network of creators. The Popular Pays platform streamlines operations and provides access to an expert service team. This formula brings customer’s creative campaigns to market faster, making a bigger impact and adding flexibility to their operations. In March 2022, Popular Pays joined Lightricks, a globally recognized provider of tools and services for the creator community. Founded in 2013, Lightricks is well known for developing several popular mobile video and photo editing apps, including Videoleap, Facetune2 and Photoleap. The company has more than 600 million downloads, and more than 600 employees located across five countries.

Responsibilities

  • Manage a diverse book of business on the SaaS/subscription side of our business.
  • Responsible for account growth and retention through strong relationship building and a keen attention to the needs of your customers. 
  • Work closely with Onboarding team and Support team to drive adoption of our core product and optimize engagement from customers.
  • Surface customer and creator feedback to the Product team to help prioritize and solve pain points within the customer journey and creator journey.
  • Plan and execute quarterly business reviews in partnership with Product, Creative Strategy, and Sales teams to develop business strategy that leads to customer retention and renewal.
  • Well versed in written and verbal communication, preparing presentations, and negotiation skills.
  • Manage and track key customer events in a customer success platform (i.e., Gainsight, SFDC, Zendesk, etc.) to enable cross-collaboration with the Sales, Support, and Onboarding teams.
  • Assist in production of educational resources within our Zendesk knowledge base for self-serve customers to use in self-learning and streamlining communications.
  • Assist in establishing standard operating procedures for the SaaS/subscription side of the business (i.e., onboarding <> CSM pass-off process, customer journey touchpoints, etc.).

Requirements

Our ideal candidate has:

  • 5 or more years of experience as a customer success manager at a SaaS marketing or tech company
  • A proven track record of high customer satisfaction and retention metrics 
  • Experience managing a high volume of diverse customers while owning renewal conversations and upsell opportunities
  • Experience at a fast paced, high-growth company and the ability to work autonomously
  • Experience building out and implementing standard operating procedures, playbooks, and customer support educational materials
  • Candidate must live in: California, New York, Or Illinois and company currently operates in a hybrid model

Our culture: We expect each other to be good enough to teach, but willing to listen and learn. It’s important to us to build a great product, be intentional about our culture, have a diverse team, and foster community between our creators, brands, and ourselves

Why us?: Competitive base salary plus commission along with talented teammates, a generous vacation policy, subsidized health care, and company 401(k).

Benefits

  • Competitive Salary.
  • Stock Options.
  • Private Medical Insurance.
  • Lunch & Gym Subsidy.
  • Pension Contributions (7%).
  • Holiday (25 days).
  • Seasonal & Anniversary Vouchers.
  • Team Activities - Yoga, Wellbeing, Dinners, Cocktails & more…

Why Lightricks?

  • We offer a unique stock options plan.
  • Multiple on-site chef restaurants by none other than Assaf Granit.
  • 21 annual vacations days.
  • Our own private botanical gardens you can work from (check it out here).
  • A pension contribution (plus Keren Hishtalmut) on your entire salary.
  • Private health insurance.
  • 24/7 on-site gym.
  • Yearly 1000 NIS stipend for external sports activities.
  • Team Activities - Wellbeing, Dinners, Cocktails & more…

Get to know a bit more about us by visiting our company website, LTX Tech blog and on social media: TikTok, Facebook, Instagram, Twitter and LinkedIn.

Why Lightricks?

  • We offer a unique stock options plan.
  • Multiple on-site chef restaurants by none other than Assaf Granit.
  • 21 annual vacations days.
  • Our own private botanical gardens you can work from (check it out here).
  • A pension contribution (plus Keren Hishtalmut) on your entire salary.
  • Private health insurance.
  • 24/7 on-site gym.
  • Yearly 1000 NIS stipend for external sports activities.
  • Team Activities - Wellbeing, Dinners, Cocktails & more…

Get to know a bit more about us by visiting our company website, LTX Tech blog and on social media: TikTok, Facebook, Instagram, Twitter and LinkedIn.

Why Lightricks?

  • We offer a unique stock options plan.
  • Multiple on-site chef restaurants by none other than Assaf Granit.
  • 21 annual vacations days.
  • Our own private botanical gardens you can work from (check it out here).
  • A pension contribution (plus Keren Hishtalmut) on your entire salary.
  • Private health insurance.
  • 24/7 on-site gym.
  • Yearly 1000 NIS stipend for external sports activities.
  • Team Activities - Wellbeing, Dinners, Cocktails & more…

Get to know a bit more about us by visiting our company website, LTX Tech blog and on social media: TikTok, Facebook, Instagram, Twitter and LinkedIn.

Why Lightricks?

  • We offer a unique stock options plan.
  • Multiple on-site chef restaurants by none other than Assaf Granit.
  • 21 annual vacations days.
  • Our own private botanical gardens you can work from (check it out here).
  • A pension contribution (plus Keren Hishtalmut) on your entire salary.
  • Private health insurance.
  • 24/7 on-site gym.
  • Yearly 1000 NIS stipend for external sports activities.
  • Team Activities - Wellbeing, Dinners, Cocktails & more…

Get to know a bit more about us by visiting our company website, LTX Tech blog and on social media: TikTok, Facebook, Instagram, Twitter and LinkedIn.

Why Lightricks?

  • We offer a unique stock options plan.
  • Multiple on-site chef restaurants by none other than Assaf Granit.
  • 21 annual vacations days.
  • Our own private botanical gardens you can work from (check it out here).
  • A pension contribution (plus Keren Hishtalmut) on your entire salary.
  • Private health insurance.
  • 24/7 on-site gym.
  • Yearly 1000 NIS stipend for external sports activities.
  • Team Activities - Wellbeing, Dinners, Cocktails & more…

Get to know a bit more about us by visiting our company website, LTX Tech blog and on social media: TikTok, Facebook, Instagram, Twitter and LinkedIn.

Why Lightricks?

  • We offer a unique stock options plan.
  • Multiple on-site chef restaurants by none other than Assaf Granit.
  • 21 annual vacations days.
  • Our own private botanical gardens you can work from (check it out here).
  • A pension contribution (plus Keren Hishtalmut) on your entire salary.
  • Private health insurance.
  • 24/7 on-site gym.
  • Yearly 1000 NIS stipend for external sports activities.
  • Team Activities - Wellbeing, Dinners, Cocktails & more…

Get to know a bit more about us by visiting our company website, LTX Tech blog and on social media: TikTok, Facebook, Instagram, Twitter and LinkedIn.

Why Lightricks?

  • We offer a unique stock options plan.
  • Multiple on-site chef restaurants by none other than Assaf Granit.
  • 21 annual vacations days.
  • Our own private botanical gardens you can work from (check it out here).
  • A pension contribution (plus Keren Hishtalmut) on your entire salary.
  • Private health insurance.
  • 24/7 on-site gym.
  • Yearly 1000 NIS stipend for external sports activities.
  • Team Activities - Wellbeing, Dinners, Cocktails & more…

Get to know a bit more about us by visiting our company website, LTX Tech blog and on social media: TikTok, Facebook, Instagram, Twitter and LinkedIn.

Apply

If you believe you're the right fit and interested in joining the team - fill out the following form:

Location

DESCRIPTION

Chicago / New York City

USA

Lightricks Germany

Do you want to work on beautifully crafted applications in a creative startup environment while enjoying the benefits of a mature and profitable company? Then read on. We are currently forming a new team in Munich and are looking for top-notch developers who share our vision of democratizing creativity with award-winning apps.

JOB DESCRIPTION

DESCRIPTION

Popular Pays is the leading platform for agile advertising, which addresses an industry in transition through a powerful mix of creativity and technology to connect a global network of creators. The Popular Pays platform streamlines operations and provides access to an expert service team. This formula brings customer’s creative campaigns to market faster, making a bigger impact and adding flexibility to their operations. In March 2022, Popular Pays joined Lightricks, a globally recognized provider of tools and services for the creator community. Founded in 2013, Lightricks is well known for developing several popular mobile video and photo editing apps, including Videoleap, Facetune2 and Photoleap. The company has more than 600 million downloads, and more than 600 employees located across five countries.

Popular Pays is the leading platform for agile advertising, which addresses an industry in transition through a powerful mix of creativity and technology to connect a global network of creators. The Popular Pays platform streamlines operations and provides access to an expert service team. This formula brings customer’s creative campaigns to market faster, making a bigger impact and adding flexibility to their operations. In March 2022, Popular Pays joined Lightricks, a globally recognized provider of tools and services for the creator community. Founded in 2013, Lightricks is well known for developing several popular mobile video and photo editing apps, including Videoleap, Facetune2 and Photoleap. The company has more than 600 million downloads, and more than 600 employees located across five countries.

Responsibilities

  • Manage a diverse book of business on the SaaS/subscription side of our business.
  • Responsible for account growth and retention through strong relationship building and a keen attention to the needs of your customers. 
  • Work closely with Onboarding team and Support team to drive adoption of our core product and optimize engagement from customers.
  • Surface customer and creator feedback to the Product team to help prioritize and solve pain points within the customer journey and creator journey.
  • Plan and execute quarterly business reviews in partnership with Product, Creative Strategy, and Sales teams to develop business strategy that leads to customer retention and renewal.
  • Well versed in written and verbal communication, preparing presentations, and negotiation skills.
  • Manage and track key customer events in a customer success platform (i.e., Gainsight, SFDC, Zendesk, etc.) to enable cross-collaboration with the Sales, Support, and Onboarding teams.
  • Assist in production of educational resources within our Zendesk knowledge base for self-serve customers to use in self-learning and streamlining communications.
  • Assist in establishing standard operating procedures for the SaaS/subscription side of the business (i.e., onboarding <> CSM pass-off process, customer journey touchpoints, etc.).

Requirements

Our ideal candidate has:

  • 5 or more years of experience as a customer success manager at a SaaS marketing or tech company
  • A proven track record of high customer satisfaction and retention metrics 
  • Experience managing a high volume of diverse customers while owning renewal conversations and upsell opportunities
  • Experience at a fast paced, high-growth company and the ability to work autonomously
  • Experience building out and implementing standard operating procedures, playbooks, and customer support educational materials
  • Candidate must live in: California, New York, Or Illinois and company currently operates in a hybrid model

Our culture: We expect each other to be good enough to teach, but willing to listen and learn. It’s important to us to build a great product, be intentional about our culture, have a diverse team, and foster community between our creators, brands, and ourselves

Why us?: Competitive base salary plus commission along with talented teammates, a generous vacation policy, subsidized health care, and company 401(k).

Benefits

  • An amazing option plan
  • Competitive salary
  • Generous pension
  • Subsidised private healthcare, lunch and gym membership.
  • Refreshments! Fruit, veggies, snacks & of course, lots of coffee!

We’re open to suggestions on perks!

Benefits

  • Competitive salary
  • Amazing stock option plan
  • 28 days of paid vacation + 13 public holidays
  • Subsidised lunch
  • Home office policy
  • Team events
  • Subsidised gym membership
  • Relocation allowance, if needed
  • Fruit, snacks & coffee



We’re open to suggestions on perks!

APply

If you believe you're the right fit and are interested in joining the team - please fill out the following form:

Other (CV / Portfolio / Cover Letter)
By clicking "Submit" you agree to our Privacy Policy
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.