Junior Customer Success Manager

About The Company

Cloud Campaign is a social media marketing platform designed specifically for digital agencies. Our goal is to make starting, running, and growing a marketing agency accessible to everyone. The platform is double-faceted in that it increases an agency's productivity for internal operations while strengthening the client-agency relationship.

Cloud Campaign was ranked as one of the “Top Small Companies to Work For in Colorado” by BuiltIn during their 2022 annual report. We were named as one of Will Reed’s Top 100 Early-Stage Companies to work for in 2023. And recently names Best Places to Work by Portland and Denver Business Journal 2025!

Core values that we live by:

• Win as a Team
• Can-Do Mindset
• Own the Outcome
• Raise the Bar

As a Junior Customer Success Manager at Cloud Campaign, this role plays a critical role in supporting our customers primarily through chat interactions, creating documentation and managing white-labeling processes. This entry-level position is ideal for individuals passionate about customer service and eager to develop skills in customer success to grow as the team grows. This role works closely with more senior CSMs, product teams and others to ensure our customers receive exceptional support and have a seamless experience with our platform.

Responsibilities

1. Support Chat Interactions:

• Provide a world class customer experience
• Ownership of answering customer questions through in-product chat and email
• Become a Cloud Campaign product expert and educate users on how to best use Cloud Campaign
• Provide timely and accurate responses to customer questions, troubleshooting technical issues and guiding users on how to maximize the value of our software

1. Documentation and Knowledge Base Management:

• Create and maintain comprehensive documentation, including user guides, FAQs and troubleshooting articles, to assist customers in using our software effectively
• Regularly update documentation based on customer feedback, product updates, and new feature releases
• Create and update tickets for bug requests, making sure you share updates with the client and during our weekly interdepartmental support meetings

1. White-labeling Support:

• Manage white-labeling processes for customers who wish to customize our software with their branding

1. Customer Success Support:

• Take calls from customers who need additional assistance
• Make sure that the CSM of an account is aware of any meaningful client interactions

Qualifications

Required:

• Bachelor’s Degree: Preferred in Business Administration, Marketing, Communications, or a related field.
• Ability to work 7:00am-3:00pm PT
• Technical Skills and aptitude: Familiarity with chat and email support tools; experience with Zendesk is a plus.
• Communication Skills: Strong written and verbal communication skills.
• Problem-Solving: Ability to troubleshoot technical issues and provide effective solutions.
• Documentation Skills: Experience in creating and maintaining user documentation.
• Customer-Centric Attitude: Passionate about delivering exceptional customer experiences and support.
• Team Collaboration: Ability to work effectively with team members and other departments.
• Time Management: Ability to handle multiple tasks and prioritize effectively.

Nice to Have:

• Experience: 1-2 years of customer support or related experience, ideally in a SaaS environment.
• Industry Knowledge: Understanding of social media marketing platforms.
• CRM Knowledge: Experience with HubSpot or similar CRM platforms.
• Proven Track Record: Documented success in improving customer satisfaction, increasing adoption rates, and reducing churn.
• Industry Knowledge: Familiarity with social media marketing platforms and SaaS business models is a plus.

Why Cloud Campaign?

• Culture
• Ownership and impact
• Equity

We have something special happening here! You have the opportunity to make big impacts in a growing company. You will earn equity stake in the company which we hope to help you feel like a key driver to helping us reach great heights. We have big plans, ambitions and a great culture.

Salary range for this role is $60,000-$65,000 annually.

Benefits

• 100% employer paid medical, dental and vision for employees and coverage for your dependents
• 401(k) Match
• FSA
• Life Insurance
• Unlimited PTO
• Paid parental leave
• Stock options
• Ramp healthy living benefit
• Technology stipend
• Yearly company retreat
• Remote work opportunities
• Monthly fun events
• Half Day Fridays