Customer Success Manager in Viral Nation Bridgetown, Saint Michael, Barbados


Website Viral Nation

This job listing is about Viral Nation in Bridgetown, Saint Michael, Barbados 2022 exclusively on

Company Description

At Viral Nation, we specialize in building social-first ecosystems for brands to connect with the modern consumer journey. Our integrated solutions align strategy, talent, media, and technology with culturally relevant creative to scale the world’s fastest-growing digital brands. Viral Nation offers a fluid, creative, and growth-oriented environment that will support your ambitions to apply your talents in an open, collaborative, and fast-paced culture. We’re driven to push boundaries and think beyond today to deliver strategies, and we’re just getting started. Our ability to stay at the forefront of the industry has fueled our success and will guide us in paving the path forward.

2021 was a transformational year for Viral Nation, having grown by 200% and we have even bigger ambitions for 2022 and beyond. While we continuously exceed our goals, we need your help – our success is only as great as our people. Strong performance leads to high expectations and we need to keep raising the bar!

Our Values

We Constantly Evolve: Embracing change is both an opportunity and a necessity!

Courage: Challenging the norm drives us forward!

Diversity: We strive for excellence and recognize that our differences make us stronger. We respect and seek out the inclusion of differences, realizing we can learn from each other!

Resilience: Adversity is a springboard for growth

The Role:

VN Tech is looking for our first Customer Success Representative to lead, support and pave the way for our customers and their experience with Viral Nation. This key role will be crucial in increasing the adoption of our unique technology, continually sharing value, feedback and enhancing the overall customer experience with our large clients. As this role is high visibility with the potential to grow, we are seeking a strategic individual who can be the voice of our customers and the face of our products.


Customer Experience:

  • Define, develop, implement and oversee the customer onboarding and training of our SaaS solutions
  • Conduct quarterly business reviews with customers to ensure adoption, value realization, and their goals and expectations are managed and met
  • Communicate product update news and enhancements that impact the customer
  • Be the face and resource for the customer throughout their journey with us
  • Effectively resolve customer issues to maintain positive NPS scores
  • Actively monitor and proactively support the customer

Customer Growth:

  • Support account management, including renewals and custom packaging based on their use cases
  • Share helpful insights and recommendations with the customer to continually add value to their experience
  • Analyze customer data to improve customer experience and adoption rates
  • Be the voice of our customers to internal stakeholders and communicate customer feedback on products, use cases, and experiences
  • Gather insights and customer analytics for postmortem analysis i.e. pilot and trial conversion rates, renewal rates, NPS, LTV, Churn, retention rates, Avg usage statistics etc.

Customer Communications:

  • Contribute to the overall customer messaging plan including timing of messaging and lifecycle communications
  • Support our customers via Intercom
  • Perform pre-sales product demos when required
  • Continuous feedback loop with both our customers and internal stakeholders
  • Support sales team with account management ensuring customers receive the most effective Time to Value from our services
  • Identify customer upsell opportunities and strategic tactical plan to help achieve revenue goals
  • Own customer training and programs
  • Win/loss statements and program support
  • Support content with case studies and referral information
  • Ad Hoc customer and demo reporting as required


  • 3+ years of successful Customer success role experience in a SaaS environment
  • Technically minded and be able to understand our technology in-depth to be able to onboard, train, troubleshoot, and spot future technical opportunities
  • Customer obsessed and focused
  • Exceptional ability to communicate and foster positive business relationships
  • Strategically minded in seeing potential new use cases and business value for the customers

What’s in it for you:

  • Top-tier compensation packages
  • 100% paid comprehensive health benefits plan
  • Be supported and learn from an unrivaled leadership team with many years of digital agency and technology experience
  • Be authentic! Work with an organization that boasts above-average diversity statistics.
  • Dedicated programs to support your mental health and work-life harmony.
  • Flexible work schedule including summer hours
  • Continuous learning and development opportunities
  • Team building and social events
  • Work with some of the world’s most advanced, proprietary social media technologies

Viral Nation is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Accommodations are available on request for all aspects of the selection process.

Company: Viral Nation

Vacancy Type: Full Time 

Job Location: Bridgetown, Saint Michael, Barbados

Application Deadline: N/A

Apply Here