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Shoelace is the world’s first customer journey retargeting platform

Customer Success Manager

$40k – $60k • 0.0% – 0.05%
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About Shoelace
We've all had that horrible experience where we buy a product online, and for months we keep seeing the same retargeting ad over and over again everywhere we go. Let's face it, retargeting has become incredibly annoying. As marketers prepare for the wave of digitally native consumers entering the market, we need a better approach.

At Shoelace, we believe it doesn't have to be this way. We believe that when done right, retargeting can be a memorable and engaging experience for consumers. *And* wildly profitable for brands. We call this Customer Journey Retargeting (CJR): a personalized approach to retargeting that shows the right ad to the right customer at the right time, based on where they are in the buying journey.

To learn more about CJR and our approach, check out: shoelace.docsend.com/view/y4njthg

The Role
As a Customer Success Manager, you'll be closely interacting and building relationships with hundreds of e-commerce entrepreneurs and brands from all over the world who are using Shoelace to grow their business. Through this role, you’ll grow your digital marketing skills and expertise in Facebook’s ad platform.

Your goal is to ensure merchants have a successful experience with Shoelace. Shoelace isn't a typical software product. Instead of customers "learning how to use" Shoelace, our product is proactive and feels exactly like it would if you hired a retargeting expert to manage all of your campaigns end-to-end. As a CSM, you are the point of contact between our customers and our automated product.

This role is very dynamic and requires flexibility to adapt to your environment, especially in being proactive in following and making changes.


Key Responsibilities

- Creating strategic retargeting plans based on your customers’ unique needs in order to provide consistent value and build long-term loyalty
- Troubleshooting and sharing insights with your customers, ranging from general to specific questions
- Analyzing and condensing a lot of information quickly while being comfortable to explore different ways of collecting data
- Communicating your recommendations in a concise way that matches your client’s level of technical or non-technical knowledge
- Working with other teams on cross-functional projects to help drive business and improve internal processes
- Executing and experimenting with not-yet-automated functions of the product

This role is perfect for you if you are:

- Self-Driven: You do your best not because it is expected of you, but because you take pride in the quality of your work.
- Highly Empathetic: You work hard because you love providing others with a great experience and want to see your customers achieve their desired outcomes.
- Adaptable: You are comfortable working in a fast-paced, unstructured environment and aren’t afraid to get your hands dirty and help support wherever the team needs you.
- A Quick Learner with a Growth Mindset: You have a positive, solutions-focused attitude and strive to find opportunities behind every obstacle.
- A True Team Player: You understand that the collective success of the team is what drives our business forward.

The Perks

Weekly team lunches, monthly crepe days, monthly board game nights, anniversary parties, annual Shoelace offsite, ping pong table, dart board, spike ball, book club, lunch & learns, fancy desk setup (Macbook, noise cancelling headphones), amazing co-workers, and so much more!!!

Shoelace aims to be a multi-hundred person company over the next few years, so every position comes with a ton of upward mobility and career growth :)
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