Job description
Position Overview:
We help our customers get more customers, it's as easy as that.
To do that it is imperative that they continue to receive massive value from us to be lifelong customers.
As such, we need an experienced Customer Success Specialist to own the process of helping our customers succeed.
This role includes responsibilities for Customer Success activities (e.g., on-boarding, support calls, advising customers on sales strategies, demo calls, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).
This is a remote position but you need to be based in the US and be willing to work Pacific hours.
What We Offer:
In addition to paid holidays, you receive 3 weeks paid time off the first year, and 4 weeks after one year of employment.
The pay range is $54,000 - $60,000 per year based on experience.
Responsibilities:
Drive Customer Success Outcomes
Increase renewal rates and reduce churn
Expand our revenue in accounts through cross-sell and up-sell
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Drive new business growth through greater advocacy and reference-ability
Define and Optimize Customer Lifecycle
Map customer journey
Develop listening points in journey (e.g., usage, satisfaction, etc.)
Standardize interventions for each point in journey
Define segmentation of customer base and varying strategies
Identify opportunities for continuous improvement
Learn from best practices in industry
Manage Customer Success Activities
Onboarding
Training
Professional Services
Customer Support
Customer Success Management
Renewals
Cross-sell / Up-sell
Advocacy
Measure Effectiveness of Customer Success
Define operational metrics for team
Establish system for tracking metrics
Create cadence for review within team
Expose subset of metrics to executive team, company and board
Deliver Sales Related Advice and Strategies to Customers
Understand how sales processes function
Be able to advise our customers who may be in high level roles
Enhance Effectiveness and Efficiency Through Technology
Support systems
Customer marketing software
Reference and advocacy solutions
Create rapid onboarding process for new team members
Foster collaboration within team and across customer lifecycle
Delivering webinars on a weekly basis
Encourage continuous learning within team
Inspire Customer Success Across Company
Create company-wide culture of Customer Success
Align with Marketing around marketing to existing clients
Align with Product around driving product roadmap
Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
Align with Finance around measurement and forecasting
Align with Executive Team around key metrics and objectives
Drive company-wide definition of ideal customer
Create company-wide customer feedback loop
Produce two pieces of blog content per month
One should be a case study of a customer
One should be a LeadFuze best practices piece
Required Experience / Skills:
3+ years experience in leading customer-facing organizations
Strong grasp of technology (software & process)
Ability to manage influence through persuasion, negotiation, and consensus building
Ideally combined background of post-sale account management and sales experience
Strong empathy for customers AND passion for revenue and growth
Deep understanding of value drivers in recurring revenue business models
Analytical and process-oriented mindset
Demonstrated desire for continuous learning and improvement
Enthusiastic and creative leader with the ability to inspire others
Excellent communication and presentation skills
Experience within a software company preferred
Ability to write well crafted emails and blog posts are a must
Make sure to complete the FULL questionnaire.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.