Position: Customer Success Manager
Company: MacPaw
Category: Support
Experience required: 2y
English level: fluent
Published: 2021-01-01T00:00:00+02:00

Setapp is a cross-platform service that lets users get unlimited access to the library of applications right on their Mac or iPhone. For a subscription fee, it allows you to use all these quality apps you have always wanted to try out — without the need to buy and install each app individually. 

We are looking for an experienced Customer Success Manager who will help us build and mold the future of our Vendor Success Stream! Our Vendors are app developers whose mac and iOS apps are distributed on Setapp. 

You will be responsible for developing strong relationships with accounts and become a "vendor voice" to the development team. As an early member of the team, you will be able to share ideas and create plans and suggestions to improve vendor metrics. 

The ideal candidate is a Customer Advocate who is organized, a strategic thinker, excels at communication, and follows up to get the job done.

**Responsibilities:**

— Work with Setapp Vendors on the success of their products
— Explain Vendors' wishes and pain points to the team, being Vendor Advocate
— Lead new Vendors from the very beginning to the successful product performance goals
— Sync on 1:1 and small group meetings with Vendors, explaining Setapp's value and benefits of working with Setapp
— Measure Vendor health metrics by defining critical key points and via regular communication
— Based on communication with Vendors, provide ideas on improving the Setapp's Developer Documentation
— Maintain a deep understanding of Setapp service and speak with Vendors and their representatives about the most relevant features/functionality for their apps

**Requirements:**

— Minimum 2 years of work experience in a similar position that includes business communication via different channels: e-mail, chat, phone
— High level of empathy for customers and a passion for customer success
— Strong communication skills and business aptitude
— Self-motivated team player who has fresh ideas when it comes to SaaS user adoption and customer churn mitigation
— Tech-savvy, with experience in macOS, Windows OS, CRM, and HelpDesk systems
— Fluently speaking English, other languages are a plus
— Good knowledge of the Apple ecosystem is a plus

**We offer excellent benefits, including but not limited to:**

— Outstanding team
— Great opportunities for education and development within the company (MacPaw xDays, conferences, workshops, training, etc.)
— Сare about your health (insurance, office gym, paid sick leaves, etc.)
— Work-life balance support (meditation/sleeping room, 20 vacation days, etc.)
— UX driven office, equipment of your choice
— English courses
— 2 anti-stress cats