Manager of Customer Success

Who we are looking for

Promenade (formerly known only as BloomNation), is growing rapidly and looking for an experienced customer success professional to head up our Customer Support team! Our Customer Success team is a hybrid department consisting of customer success, technical support, and account management. In this role, you will lead our growing Retention team in becoming world class drivers of performance and relationships. This will consist of implementing company-wide best practices for customer success, onboarding, setting KPIs and optimizing daily processes in Service Cloud and ChurnZero, and being a hands-on mentor to your team.

This role is best suited for someone who is driven, process-oriented, and wants to grow a department. Attention to detail, ability to work efficiently under pressure, and having an incredible knack for remaining calm and positive will all be essential for success for in this role.

Specifically, you will…

Own the customer journey of our small business partners post sales and ensure their success on the platform. Run our customer success team to make Promenade a well oiled machine.

What’s in it for you...

• Equity/Stock options in a profitable and rapidly growing company
• Great Medical/Dental/Vision coverage

• Fully stocked snack bar & weekly catered lunches
• The company provided gear & swag (MacBook Pro, t-shirt, sunglasses, etc.)
• Ability to mold your career and make an immediate impact
• Flowers, flowers, and more flowers!
• Work in a fast-paced, fun environment with an eclectic group of people from all over the world

You will excel if you have...

• 4-7 years in a customer success role of a SaaS product
• 3-4 years in a leadership role that included managing and mentoring a team
• Proven leadership and a desire to be hands-on
• Know your team’s KPIs like the back of your hand
• Phone, email, and chat support expertise
• Proficiency with Salesforce/Service Cloud and ChurnZero
• Excellent customer care skills
• Friendly, optimistic, and outgoing persona
• Excellent writing, conversation, and email etiquette
• Able to work efficiently under high pressure and tight deadlines
• Desire to work in a startup environment

More about us - Promenade

Promenade is a mission-driven company empowering local businesses with products and services that allow them to thrive online and offline. We build vertically-focused software catered to each industry we serve, leveling the playing field between the small business and large aggregators. Promenade was originally founded in 2011 as BloomNation, the nation’s premier network for local florists, disrupting the multi-billion dollar floral industry. After helping thousands of local florists across the country, we doubled down on our mission and began helping more small businesses who carried the same challenges of acquiring and retaining their own customers. Today, Promenade creates software for four industries - Floral (BloomNation), Food (Dig-in), Beverage (Swigg), and Breweries (Bevv). The company is based in Santa Monica, CA.

Additional highlights…

Backed by premier industry investors such as Andreessen Horowitz (AirBnB, Box, Facebook, Lyft, Twitter, etc.), Spark Capital (Tumblr, Upworthy, Warby Parker, etc.), and Crunch Fund (Square, Uber, etc.)

Named one of Entrepreneur’s “5 Sizzling Silicon Beach Startups to Watch”

Located one block away from the beach on the world-famous 3rd Street Promenade in Santa Monica

Why join Promenade?

If you want a front-row seat in seeing a company disrupt a massive industry and you love the idea of helping hardworking business owners that serve our local communities and neighborhoods, this is your place. At Promenade, everyone has a voice to create change and move the needle. No hierarchy, no bureaucracy, no politics...just real people working on solving real problems.