Customer Success Manager

Who We Are

We go beyond software. Carbon6 is building a community to support ecommerce sellers by removing the barriers to selling online and simplifying their path to success. Developed by the brightest minds in the marketplace ecosystem, our suite of software tools and resources help entrepreneurs succeed at every stage of their journey. We are a global company across North America, Europe and Asia, made up of passionate entrepreneurs, expert sellers, and innovative thought leaders.

Founded in 2021, we have raised close to $100 million and quickly grown into a market leader. We work with the largest and most successful sellers, brands, agencies, and aggregators around the world to drive growth, maximize profitability and manage with intelligence to scale their businesses. In addition to collaborating with global giants such as Amazon, Walmart, Alibaba, and others, we foster partnerships with key industry players like BigCommerce, Teikametrics, Jungle Scout, and more. Through our innovative solutions and strategic alliances, we empower businesses of all sizes to excel in today's competitive landscape, driving success and fostering long-term growth for both our clients and partners.

The Opportunity (Onsite - Shenzhen, Guangdong, China)

We're on the hunt for a passionate and experienced Customer Success Manager who is Google Ad certified to join our dynamic tech team. With a customer-first mindset, you'll be the face of our company for our managed services clients, ensuring they receive exceptional service and never have to worry about the details because you’ve got a handle on them.

Your role will be pivotal in forming robust, enduring relationships between our company and our clients. If you're a motivated, tech-savvy individual who enjoys building relationships and being at the forefront of innovation, Carbon6 could be the place to come build your career.

Your Impact

• Product Research and Campaign Launches: Utilize all available resources to conduct thorough product research for customers during the audit stage. Provide valuable insights and recommendations to clients regarding product positioning, market trends, and audience targeting to maximize campaign effectiveness. Collaborate with clients and internal teams to develop and implement our patent-pending campaign strategy, ensuring a successful and impactful launch.
• Optimize Google Ad Campaigns: Utilize your extensive knowledge of Google Ads to ensure our clients' campaigns are consistently optimized. Continuously monitor campaign performance, analyze metrics, and make data-driven adjustments to improve results and meet client satisfaction goals.
• Performance Analysis: Regularly review campaign metrics and provide insightful analysis to clients, highlighting key performance indicators, trends, and opportunities for improvement. Collaborate with clients to align their objectives with campaign strategies, maximizing their return on investment.
• Client Relationship Management: Develop strong relationships with clients by serving as their trusted point of contact for all campaign-related matters. Understand their unique business needs, provide exceptional customer service, and proactively address any concerns or issues that may arise.
• Strategic Planning: Work closely with the sales and account management teams to develop effective Google Ads strategies aligned with clients' marketing objectives. Collaborate on campaign planning, targeting, and budget allocation to ensure optimal campaign performance and client satisfaction.
• Industry Knowledge: Stay up to date with the latest trends, best practices, and advancements in Google Ads and digital advertising. Share industry insights and recommendations with clients to help them stay ahead of the competition and achieve their marketing goals.

Your Qualifcations

• Proven Experience: 1-3 years in tech-related customer success/account management; Google Ad certified; skilled in launching, optimizing, and managing campaigns; driven, proactive, and autonomous; able to take initiative and drive projects without needing external motivation.
• Ability to Learn Quickly: Adapt swiftly to new tools, technologies, and business processes. You absorb information like a sponge, putting newfound knowledge into action with lightning speed, ensuring our team stays ahead of the curve. Learning new things doesn’t scare you - no matter the complexity.
• Organizational Skills: Your organizational prowess enables you to manage multiple clients and projects with ease. No detail escapes you. You are committed to precision, maintaining a clear and ordered workflow that benefits both our team and our clients.
• Relationship Building & Communication: Superior interpersonal skills with a knack for relationship management; build strong client connections and inspire confidence; simplify complex concepts and inspire action; gifted in both speaking and listening, leading to transparent and effective communication; comfortable communicating in writing, in person, and to large groups.
• Problem-Solving Skills: You're skilled at identifying potential obstacles and finding effective solutions quickly. You understand the most powerful thing you can do to drive solutions is to deeply understand the problem. You are innovative and push boundaries when it comes to finding the best solution - you don’t just stick to the obvious or the “tried and true” strategies.
• Systems Thinker: You have a knack for seeing the bigger picture and understand how individual components interact to form a whole. You can foresee the downstream impacts of decisions made today and you use these to inform your approach on everything you work on. You understand when it’s the right time to build fast and scrappy, or slow to scale, and how to balance these things to meet both short- and long-term objectives.
• Customer-Centric: You are fundamentally guided by the principle of putting customers first, shaping every decision with the goal to enhance their experience. You are relentlessly driven to surpass expectations, transforming ordinary customer interactions into memorable experiences.
• Bonus: Experience in eCommerce or Amazon, with a track record of working with enterprise or large CPG clients. Proficiency in Google Suite and Mac applications is also preferred.