Nov 30, 2022
We're looking for a Customer Success Manager with a track record of developing strong bonds with our clients. You'll work closely with them as their initial point of contact to make sure they have a seamless onboarding process and fall in love with our brand.
Take responsibility for the success of our customers throughout their entire lifecycle. You’ll help them achieve their business goals by evaluating their unique needs, treating them as if they were customers of your own business.
Lead live coaching sessions and presentations to train customers in the use of our platform. You'll also answer questions via phone, email, and live chat.
Follow a cadence of outreach to customers based on specific milestones (quarterly and annual reviews, subscription changes, etc.) and individual client needs.
Help customers fall in love with SimpleTexting by enabling them to adopt our product as quickly and effectively as possible.
Proactively reach out to clients that show risks of churn, discuss their use case, gather feedback, and formulate a plan to keep their business.
Proactively reach out to clients to perform goals and needs analysis to uncover expansion or upsell opportunities
Liaise with other departments, such as support, integrations, and product, to help meet client needs and create effective solutions.
Assist with a client’s billing needs, which may include negotiating price, making strategic recommendations on usage, and creating special agreements.
Be a trusted partner by identifying expansion opportunities to help clients continue to meet their goals through new features, workflows, etc.
You love to think outside the box and come up with proactive, creative solutions for meeting a company’s strategic needs and goals
You have no problem fielding advanced product and technical questions.
You’re confident, articulate, and sensitive to the needs of others.
You know how to listen and are a pro at presenting.
You have a knack for de-escalating and reducing churn when necessary.
You enjoy juggling multiple tasks at once in a fast-paced environment.
You enjoy exploring every avenue for a solution before arriving at the conclusion that there isn’t one.
At least 2 years of experience working with customers, preferably in a CSM, Account Executive, or other account management role with a SaaS company.
English is your primary language. Secondary languages are a plus.
Healthy customer obsession and focus on delivering an exceptional customer experience.
Experience evaluating customer needs, consulting with customers, and offering optimal solutions.
Ability to work cooperatively in a team environment, carrying out appropriate hand-offs and escalations.
Solid track record of managing high-value accounts in a way that demonstrates an understanding of the value of those accounts.
Self-starter with a positive attitude.
Highly organized. You can manage and prioritize several different projects.
Ability to pivot quickly in a fast-paced environment.
Familiarity with chat and CRM platforms.
Ability to learn new software platforms quickly.
Bachelor’s degree, preferably in a related field of study.
Experience conducting product demos using software such as Zoom
Experience with customer success platforms
This is a full-time remote position for a fully distributed company (we’ve been remote for years, long before COVID).
Competitive compensation (based on experience)
Generous bonus based on achievement to target
Flexible time-off policy with a 10-day minimum. Take the time that you need to operate at peak performance. We don’t limit vacation, sick or personal days.
Regular team meetups (once we’re able to organize these safely).
Note: this is a full-time position with a set schedule during US business hours