Customer Success Manager

Overview

Help independent creators make a living doing what they love! Every year, millions of customers use Creative Market to bring their creative projects to life with ready-to-use design content from independent creators around the world. Making our 4 million+ members happy is priority #1 at Creative Market, and our relentless focus on customer satisfaction has had a huge, direct impact on our rapid growth since we launched five years ago.

In February of 2018, we launched Creative Market Pro to provide a whole new way for creators to turn passion into opportunity. Creative Market Pro is a curated design asset subscription that offers access to a library of unique fonts, graphics, templates, add-ons, photos, and themes. Plans offer up to unlimited downloads, project organization and asset management tools, team accounts with shared downloads, and personalized asset recommendations.

As the founding member of the Customer Success Team for Creative Market Pro, you will pioneer the team’s best practices, systems, and processes. While initially much of the work you do will be very hands-on, the playbook you develop will enable us to grow into a lean team that uses data and automation to create meaningful interactions.

Responsibilities

• Articulate Creative Market Pro’s value proposition when responding to customers via chat, email, or phone.
• Lead customers through the lifecycle by supporting on-boarding, help requests, and renewals.
• Use a consultative, needs-based selling approach to guide customers to the right products and licenses for their use cases.
• Identify opportunities for growth and expansion by uncovering new use cases for customers.
• Distill actionable learnings back to senior leadership to support the improvement of our user flows and product.
• Actively monitor customer health and retention, and report on overall health metrics and retention trends.
• Work closely with cross functional teams on retention, product, and marketing efforts.

About You

• High Care & Low Ego: You authentically care about the world and team around you, and always look for ways to impact the common good. You approach your work without ego and focus on the success of the team.
• Entrepreneurial: You are self-driven with the mentality of an entrepreneur. Your goals and personal integrity are your North Star. Ambiguity doesn’t scare you because you actively think outside the box to solve problems creatively and strategically.
• Growth Mindset: You believe that talent can be developed and honed by dedicated work and focus. You aren’t afraid to be wrong and seek first to learn and listen. You see each small task as an opportunity to learn more about our users, the business, the product, the team, and yourself.
• Communicative: You have great listening and empathy skills. You can take in others’ ideas and express your thoughts well via written, phone, video, and in-person communication.
• Detail-Oriented: You can quickly pick up on trends and patterns of behavior. You understand how the small things fit into the big picture and can easily make the connections.
• Analytical: You are comfortable with data and how to analyze it. You rely on it to get to the truth of a matter and understand customer behavior and needs.

Bonus Points For

• You’re a maker or a member of the Creative Market community.
• You have experience working at an agency, marketplace, or design asset site, or have an understanding of creative licensing.
• You have experience working in a startup environment.
• You are local to the Bay Area.

If this sounds like you, and you have experience working on the support, success, or sales team for a B2B product, then we’d love to talk to you!

This role is open to remote applicants in Washington, Colorado, Texas, New York, and North Carolina. We’re unable to consider candidates from other states.

Creative Market actively encourages applicants from all backgrounds, races, gender identities, and orientations, because we believe that diversity makes for better companies.