Martell Media
Customer Success Manager
Job Description
On-Target Earnings: $60,000 - $70,000
Location: Remote
About the Role
As a Customer Success Manager, you'll be the trusted partner helping creators, coaches, and sellers extract real value from our AI-powered CRM. You'll guide customers through onboarding, increase adoption, and proactively ensure they succeed, and stay.
What you'll do
Daily Responsibilities
- Welcome new customers and schedule onboarding/activation calls within 24 hours of signup.
- Monitor usage dashboards daily and reach out to customers who have been inactive for more than 3 days (reactivation outreach completed by 1PM).
- Respond to all customer questions and support requests within 24 business hours. For urgent issues, respond or acknowledge within 2 business hours.
- Capture questions, trends, and best practices in the knowledge base (minimum of 1 meaningful entry per day).
- Record all customer communication notes an...