ReachMail is a leading and innovative email marketing service with a 10+ year track record. Thousands of customers of all sizes around the world trust ReachMail with their marketing campaigns. The Customer Success team uses a consultative mindset to provide best-in-class customer service that our clients love and find essential to their marketing success. In addition, the team works closely with all departments to provide the indispensable solutions that lead to customer loyalty.

As Customer Success Manager, you will work with the team to foster teamwork with the entire ReachMail team to provide the best possible customer experience for all our customers. You will strive to inform customers how to make the most of the ReachMail platform to meet their business goals. You are responsible for communicating with customers via email, chat, and telephone in a timely and professional manner. In addition, you will work with the marketing team to ensure our website contains the latest information about the platform and all help documents are complete, accurate, and reflect the latest issues and solutions.

Regular tasks include:

• Work with customers to help them meet their business goals
• Ensure customers remain satisfied with the ReachMail platform
• Answer questions and train customers on the best use of the platform as needed
• Work with the technical team to ensure the platform provides the best possible experience
• Analyze reports and other data to identify and resolve deliverability issues
• Consult with customers on how to improve their email marketing campaigns, including consulting on design issues, resolving HTML/CSS formatting issues and managing list hygiene.

We’d love to hear from you if you have:

• You have exceptional verbal and written communication skills
• At least 3 years of Customer Service or Account Management experience
• Experience working with software as a service (SaaS) solutions
• Experience with email marketing
• You have a proven ability to help customers grow their business
• You have the patience and enthusiasm to help customers understand complex concepts
• You have a willingness to learn about the latest email marketing technologies and techniques

It would be great if you have:

• HTML/CSS experience
• Experience with SMTP technologies
• SQL, Linux command line, python or JavaScript scripting, etc.

ReachMail is a remote-first company based in Chicago. Our purpose is to provide best-in-class email marketing solutions, innovate quickly and change rapidly to adapt to the market. ReachMail is a fun and challenging place to work. We offer employees competitive compensation and paid benefits. ReachMail is an equal opportunity employer, and we value diversity. We hire collaborative, enthusiastic problem solvers with ample opportunities to grow and succeed.