Note: The job is a remote job and is open to candidates in USA. Zen Den is a creative design and WordPress development agency specializing in the emerging Cannabis Industry. The Customer Success Manager will be responsible for ensuring clients receive exceptional support and communication, while also collaborating with internal teams to enhance workflows and client satisfaction.
Responsibilities
- Serve as a primary point of contact for clients, ensuring they receive timely support, clear communication, and an exceptional overall experience
- Partner with developers, designers, and marketers to scope, prioritize, and complete client requests
- Utilize and maintain systems within Monday.com, HubSpot, and other internal tools to ensure projects, communications, and client records remain accurate and organized
- Identify opportunities to improve workflows, documentation, and operational processes that help the team work more efficiently and consistently
- Build and maintain internal and client-facing documentation, training materials, and knowledge resources
- Proactively identify opportunities for clients to benefit from additional services, website enhancements, or marketing initiatives, and collaborate with the sales team when appropriate
- Monitor client satisfaction and engagement, helping ensure long-term retention and success
- Act as the voice of the customer by communicating feedback, recurring challenges, and opportunities for improvement to the broader team
Skills
- Excellent written and verbal communication skills. As a distributed team, clear, professional, and proactive communication is essential
- Strong organizational and time management skills, with the ability to manage multiple client relationships, projects, and priorities simultaneously
- Experience working within CRM and project management platforms such as HubSpot, Monday.com, or similar systems
- A self-motivated work ethic with the ability to take ownership of tasks, solve problems independently, and follow through to completion
- A systems-oriented mindset with an interest in improving processes, documentation, and operational efficiency
- Curiosity and a desire to learn. Technology, digital marketing, and WordPress are constantly evolving, and successful team members stay adaptable and continue developing their skills
- Strong WordPress experience, including managing website content, troubleshooting issues, working with plugins, and understanding common website integrations
- Technical aptitude and troubleshooting skills, including the ability to investigate issues, identify root causes, document findings, and collaborate effectively with developers on more complex solutions
- Experience supporting websites, digital marketing initiatives, e-commerce platforms, or client-facing technology solutions
- Experience working in a customer-facing role, including client success, account management, support, onboarding, or training
- Experience working within project management and CRM platforms such as Monday.com, HubSpot, Asana, ClickUp, or similar tools
- Familiarity with digital marketing concepts including SEO, email marketing, lead generation, conversion optimization, and website analytics
- Experience using marketing and reporting tools such as HubSpot, Google Analytics, Google Search Console, or similar platforms
- Strong troubleshooting and problem-solving skills, with the ability to break down complex issues into actionable next steps
- A solid understanding of web technologies including HTML, CSS, JavaScript, APIs, DNS, web hosting, and website integrations
- Experience supporting WordPress websites, e-commerce platforms, or other content management systems
- Experience working within an agency environment or managing multiple client accounts simultaneously
- Familiarity with the cannabis industry, highly regulated industries, or emerging markets
Company Overview