Customer Success Manager - Expression of Interest

Our organization is growing and we are always eager to connect with people who might be interested in becoming Rockerboxers - this posting is an invitation to join our talent pool for accelerated review when we begin an active interview process for the Customer Success Manager position. If this sounds like you, submit your resume for future consideration.

Are you excited to take on challenges, see the results of your efforts, and work alongside colleagues who have the same drive? Do you thrive in a dynamic environment where you are trusted to move forward independently? Are you eager to join a fast-growing tech company with a collaborative culture where your sense of humor will be appreciated? Are you looking to learn and be a part of the changing e-commerce landscape all while working directly with some of the most iconic direct-to-consumer brands?

Rockerbox is hiring a Customer Success Manager: this is the perfect role for someone who relishes taking on challenges that make a tangible positive impact on the business. Customer Success Managers own senior client relationships from onboarding through growth and retention, identifying customer goals and objectives and guiding customers as they work to achieve them. You will work with marketing leaders to understand their strategy and ensure they're able to leverage Rockerbox to help with everything from strategic budgeting to channel optimizations.

Who we are: 

Rockerbox is the single source of truth for e-commerce brands. We help leading companies such as Tula, Figs, and Burton to better understand and optimize their marketing to continue to drive growth. Our SaaS platform centralizes all of our clients campaigns and marketing spend (paid, organic, digital and offline), simplifying marketing decision making.

We are at the “scaling” stage of our business, and we are growing our Customer Success team in order to take care of a constantly growing roster of rapidly growing brands. Rockerbox is values driven, and we’re truly excited about the growth ahead, but we don’t take ourselves too seriously. As a team, we are collaborative, transparent, and not afraid to admit when we’re wrong - we move quickly, but we are not frantic. People who enjoy working on the Customer Success team at Rockerbox are empathetic towards clients, comfortable moving forward despite ambiguity, and process-oriented.

What you'll be doing:

As Customer Success Manager, you’ll have ownership over and be accountable for client relationships: this encompasses identifying goals and use cases, to helping clients with their overall marketing strategy.

You’ll get direct experience working on enterprise software, expanding your technical and analytical skill set as much as you desire and putting yourself in a position to understand the complex solutions demanded by today's leading marketers.

Overall, you’ll get to work in a fast-paced environment with high exposure, including Product, Engineering, Marketing and our CEO + CTO - there’s no limit on what you’ll get to learn and work on. 

What you'll be responsible for:

• Manage the overall client relationship, lead everything from status calls to platform walkthroughs, QBRs, and executive strategy sessions.
• Partner with clients to understand their marketing goals and objectives, and map those to how they leverage Rockerbox, from kickoff call and onboarding through to use case expansion.
• Manage new product rollout to clients.
• Contribute to the product feedback loop, providing requirements into Product and Engineering on new use cases and analyses to be incorporated into the product.
• Identify areas for increased efficiency, from processes to frameworks and automated tools, operating under the belief that if you do something twice, you can find a more efficient approach.
• Collaborate with Product Specialists to provide requirements on tasks to automation.

Who you are:

You love nothing better than to dive head first into a problem, investigate it until solved, then implement a new process to avoid it the next time around. You are comfortable navigating ambiguity but at the same time you are detail and process oriented with a inclination to standardization and automation. You enjoy hands on work, and you're self-motivated with a sense of humor, and you thrive in a fast-paced environment.

Must Have:

• 2+ years of experience, preferably with exposure to DTC marketing or client-facing roles at a SaaS, ad tech or marketing tech company
• Analytical background with the ability to easily analyze, distill, and apply learnings
• Self-directed learning style; naturally operate with an execution mindset and enjoy working in a fast-paced, dynamic environment.
• Comfortable navigating ambiguity, with the desire to implement process and standardize as you go
• Strong communication skills, both written and verbal 

Nice to Have:

• Experience in digital marketing or analytics at a DTC company OR solutions engineering, CSM implementation or at a SaaS, ad tech, or marketing tech company
• Deep knowledge of both digital and traditional marketing channels
• Experience managing marketing budgets or directly running or managing campaigns

Why you’d love us:

If you are looking for a fast-growing, low-ego tech startup that alleviates a significant client pain point, and you want to support DTC brands as they compete against big players, Rockerbox is the place for you. You’ll gain deep experience in the rapidly growing DTC ecommerce ecosystem and you’ll expand your technical skillset.

You will have the opportunity to take on ownership of projects end-to-end to deliver value to clients as a trusted partner. You'll communicate with clients at the most senior levels, including Chief Marketing Officers at ecommerce brands. Not least, you’ll work alongside colleagues who have a (sometimes wacky) sense of humor and who support each other to continually improve. We genuinely like each other as people, and work together to make good things happen for all of us. 

Rockerbox is a remote-first, equal opportunity employer. We actively encourage applicants from underrepresented backgrounds, and we are accepting candidates based anywhere in the United States.

Compensation + Benefits

• Salary: $100,000 - $120,000 + equity
• Remote-first - work anywhere in the US
• Health, vision, and dental insurance
• Unlimited PTO
• 10 Paid Holidays
• Rockerbox Unplugged - we shut down the last week of the year
• 12 weeks Parental Leave for all parents of a new child
• Traditional and ROTH 401k options
• $1000 annual training stipend