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Customer Success Manager at Swrve
San Francisco, CA, US

Swrve provides a leading comprehensive marketing platform for enterprise companies to design, deliver and automate multi-channel interactions and campaigns that engage their users across email, mobile, web and OTT devices. With deep analytic capabilities and sophisticated engagement tools on top of a real-time engine, Swrve is building the next generation of marketing technology. Swrve combines today's biggest technology trends—mobile, machine learning & digital marketing—to make it simple for marketers to delight their customers.

Processing over twelve billion events daily, Swrve's Mobile Engagement Platform helps enterprises maximize engagement and monetization by empowering marketers to deliver made-to-order experiences to every customer. Swrve provides a comprehensive set of capabilities that include audience targeting, real-time segmentation, push notifications, in-app messaging, A/B testing, predictive modeling, and rich analytics across all marketing channels.

Swrve is installed in hundreds of apps across several industries, including retail, online marketplaces, media and entertainment, travel and hospitality, sports, gaming, telecom, and financial services. Swrve's customer base is made up of leading brands, agencies, and technology companies—including Telefonica, Emirates, Ryanair, Disney, Capital One, Three UK, Cox Communications, Warner Brothers.

Swrve is private, venture backed, and headquartered in San Francisco, California. Swrve has offices globally with product management and engineering teams in Dublin, Ireland, and sales, business development, and customer success teams in London and San Francisco.

We are looking for smart, motivated, quick thinking technologists who are relationship pros to join our Customer Success Team in San Francisco. As the Customer Success Manager (CSM), you will manage the customer experience with a one to many approach, meeting agreed retention and usage targets. You will be responsible for understanding the health of our customers, ensuring they grow into Swrve advocates.

 

Responsibilities Include

  • Support Strategic Account Managers with customer renewals, proactively identifying and prioritising resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe.
  • Collaborate with Strategic Account Managers to develop account plans for renewal and up sell opportunities
  • Track customer success, following different methodologies to define health score, product usage and adoption
  • Advise customers on mobile, OTT, Email, and Web marketing best practices
  • Proactively train existing customers on product enhancements with webinars, training sessions, and online documentation
  • Work collaboratively with the Marketing team to build Customer testimonials, success stories, and referrals.
  • Support the Pre-sales, Services and Sales team to facilitate a seamless Customer on-boarding process, ensuring a fast adoption and success Customer deployment.
  • Represent and advocate on your customers’ behalf with Swrve's product and engineering teams

 

Qualifications

  • 3-5 years experience working 1:1 onboarding and supporting customers
  • Minimum 2 years experience in a Customer Success Manager or Account Manager role
  • Experience working with collaboration tools such as Zendesk, Slack, JIRA, Salesforce
  • Ability to communicate with marketers, engineers and developers about technical issues
  • Ability to anticipate and manage project risks
  • Confident, solution-oriented, independent worker
  • Strong communicator, capable of thought leadership within the team
  • Excellent organizational, interpersonal, and communication skills
  • Ability to work in a rapidly expanding and changing environment
  • Four year university/college degree required

 

Additions

  • Swrve’s client base is global, and so a willingness to travel is desirable
  • Experience with digital marketing tools, such as: email, sms, push notifications, etc is highly desirable
  • Experience working with industries, including; Airlines, Financial Institutions, Media & Entertainment, Games companies, is highly desirable
  • Experience working with mobile and web based technologies such as REST and SQL
  • Language: Fluent in English