Senior Customer Success Manager

September 18

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Description

• Your key initiative is to refine our entire framework and workflow for Customer Success and Support. • You will own the responsibility of making sure Customer Success and Support operate at an elite level. • Prioritizing support tickets and answering them as soon as possible (via intercom) • Hopping on Zoom calls to diagnose problems and educate users • Working directly with Engineering to funnel customer feedback and requests • Analyzing daily usage metrics to better understand users • Taking actionable steps to engage accounts based upon user engagement • Building champions at each customer account • Creating Intercom campaigns to engage and educate users • Working closely with Sales to help achieve cross-functional goals (onboarding, training, renewals, etc)

Requirements

• 2+ years of Customer Success experience managing at least a $1M ARR book of business. • Worked in a Customer Success role at SaaS company • Great writing skills (you can clearly and cleanly communicate) • High level of organization and self-motivation • Great teaching and presentation skills • Experience with a CRM (ideally, Salesforce)

Benefits

• 4 weeks paid time off • Work remotely full-time • Be part of a small team doing big things in an independent work environment • $1,500 annual continued learning budget (for books, courses, and self-improvement) • $1,000+ annual travel spending allowance (money to spend during your vacation) • Benefits (health, dental, etc) through our company HSA (for people living in Canada)