Customer Success Associate

Mad Mobile is leading the charge in building the next generation of retail and restaurant experiences. In today's rapidly evolving market, customer expectations continue to change, and Mad Mobile is at the forefront of innovation. We empower customers to engage and purchase from brands seamlessly, whether they're in-store, outside the four walls, or on the go. Our platform already supports some of the biggest brands, and we're always looking for new ways to engage with Customers, increase in-store productivity and ultimately drive transactional value. If you're passionate about creating exceptional experiences and shaping the future of retail and restaurants, Mad Mobile is the place for you!

About the Role: 

As a Customer Success Associate on the Mad Mobile team, you will own a set of accounts and partner with your customers to ensure they are maximizing their engagement with CAKE. This includes interacting with customers at every stage from implementation to renewal, including providing proactive account management and support, as well as engaging in data research and analysis and thought leadership. This position will play a key role in adopting a digital-first approach to delivering customer success at scale.

Location: The role will be located at our Tampa HQ .

In This Role, You Will

• Develop and maintain relationships with assigned customers, acting as their primary point of contact and trusted advisor.
• Oversee the onboarding of new accounts and ensure a successful implementation for the lifetime of each account
• Conduct regular check-ins and reviews with customers to assess their satisfaction, address any issues or concerns, and gather feedback.
• Identify and escalate potential customer risks or churn indicators and develop strategies to mitigate them.
• Monitor key performance metrics, such as customer satisfaction, usage patterns, and renewal rates, and take proactive measures to drive customer success and retention.
• Understand customers' business objectives , challenges, and requirements to proactively identify opportunities for value-added solutions and upsell opportunities.
• Develop and deliver training and educational materials to help customers maximize the value of the company's products or services.

We Are Looking For Someone Who Has

• Proven experience in a customer-facing role, such as customer success, account management, or sales.
• Excellent interpersonal and communication skills, with the ability to build rapport and credibility with customers at all levels.
• Strong problem-solving and analytical abilities to identify and address customer needs effectively.
• Knowledge of the industry and the ability to understand customers' business processes and goals.
• Proficiency in using customer relationship management (CRM) software and other relevant tools.
• Self-motivated and results-oriented, with the ability to work independently and manage multiple customer accounts simultaneously.
• Demonstrated ability to collaborate and work effectively in a team environment.
• Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
• Customer-focused mindset with a passion for delivering exceptional customer experiences.

Requirements

• Bachelor's degree
• 2+ years of experience in SaaS in customer-facing roles (e.g., customer success, marketing, product implementation, sales, professional services, etc.)
• Experience delivering presentations, leading customer calls, and fielding customer questions
• Proficiency in using customer relationship management (CRM) software and other relevant tools.
• Proven organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
• Customer-focused mindset with a passion for delivering exceptional customer experiences.

Preferred Qualifications

• Startup experience, especially in a B2B SaaS environment
• Bachelor's degree in business administration, marketing, or a related field (or equivalent experience).
• Payment technology, restaurant and retail industry experience preferred.

Our Core Values

Customer – WE believe that our customers deserve the best from us every day.

Accountability – WE take ownership and make things happen.

Teamwork – WE win as a team and have fun doing it.

Innovation – WE innovate, inspire , ignite the future! 

Integrity – WE are honest, ethical, and trustworthy. 

Why Mad Mobile?

Mad Mobile is the #38 fastest-growing company in Florida and #9 on the Tampa Bay Times Top 100 Workplace List. We’re proud of our culture and promote diversity and a healthy work-life balance.

What about the benefits you ask ?

How about 100% company-paid benefits for medical, dental, and vision sound for our employee s who choose our HDHP plan? Want to add your family? No problem we’ve got you covered at a highly discounted rate. Yup , we cover 90% of the family plan costs and we’ll even start you off right by giving you a $1000 (prorated based on start date) for your HSA. We also have a very robust “buy-up” plan that is 60% covered by Mad Mobile. Not to mention our 401(k) and matching contribution (up to 6%, fully vested on day one ). At Mad Mobile, we’re not only building the next generation of in-store experiences we’re also building the next generation of incredible teams.

EEOC Statement 

Mad Mobile is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state or federal laws. 

• Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Mad Mobile does not accept unsolicited headhunter and agency resumes. Mad Mobile will not pay fees to any third-party agency or company that does not have a signed agreement with Mad Mobile.