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UserIQ Atlanta, GA, USA
Jun 18, 2018
Full time
Who you are: A passionate customer success manager is critical for any SaaS business and is seen as a key linchpin to customer growth. You thrive on delighting customers with proactive insights that consistently bring value to their business.  Daily problem solving and support resolution is table-stakes for you. You enjoy going above and beyond to make sure your customers love your product and your team (who, by the way, get just as many accolades as your product!). More importantly, you convert your customers into champions who tell your product story for you. You love to dive into technology and master new features quickly.  You are known to be the “go-to” person for software tips and tricks. Does this sound like you? If so, we are looking for Customer Success Manager (CSM) with a strong history of proven experience to take our customer success team to the next level.  We are rapidly growing and are looking for individuals with a passion for user adoption and advocacy. Who we are:   UserIQ empowers SaaS companies to deliver what each user needs to be successful in every moment, starting with adoption. As a result, customers can effectively scale onboarding, increase feature usage, accelerate time-to-value, and ultimately drive more revenue throughout the customer journey. By constantly listening and delivering the right message to the right user at the right time, UserIQ helps companies stay in conversation with their customers, promoting strong product adoption, retention, expansion and advocacy. By facilitating a clear and consistent voice to and from the customer – companies ultimately deliver better products, faster time to value and more predictable revenue growth. The best companies are built one customer at a time and those customers grow by one user engagement at a time. UserIQ takes this approach very seriously and sells directly to VPs of Customer Success and Product Management who are also passionate about maximizing every user moment. Your day-to-day: Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals. Improve self-service adoption for customers. Maintain constant visibility into customer challenges and drive gap remediation accordingly to produce measurable improvements which positively impact conversion, onboarding, and retention. Innovate on new ways to drive customer adoption and, over time, improve self-service adoption for customers. Work closely with other CSMs to ensure VOC programs inform customer touchpoints improvements. Drive customers to advocacy by owning every detail of the customer relationship and journey. Interact with both technical and non-technical teams/individuals with ease. Own the overall relationship with assigned clients, which includes: increasing product adoption, ensuring client retention, and maintaining high satisfaction levels. Advocate customer needs/issues cross-departmentally. Identify appropriate training methodologies and develop a scalable training program and process to support small to large companies. Manage account escalations as needed. Qualifications: 2+ years of prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention. SaaS experience is a big plus. Working knowledge of how to manage accounts in Salesforce is a plus. Team player who is able to develop productive working relationships across all functional roles to hit targets. Unerring dedication to helping customers succeed. Action-oriented, able to take on new challenges with enthusiasm. Thrives in a multi-tasking environment and can adjust priorities on the fly. Willingness and ability to identify and/or develop upsell opportunities. Ability to establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services. Must have excellent written and verbal communications skills. Our CSMs report to UserIQ’s VP of Customer Success and Customer Growth and work out of the company’s office in Midtown, Atlanta.
Rigor Atlanta, GA
Jun 13, 2018
Full time
At Rigor we’re on a mission to make digital experience lifecycle performance management effortless for our growing user base. The Customer Solutions Architect fills a critical role on our Customer Success team, helping to drive customer value by hand-holding our customers to make measurable performance improvements and document the ROI. Ideally, you: Have systemic curiosity about the way things work Have the ability to learn relevant subject matter and software quickly and deeply Are constantly looking for ways to improve processes Demonstrate strong follow-through and ability to manage multiple tasks and projects Communicate well with customers via email, phone, and face-to-face Can objectively document the value of working with Rigor’s technology in the customer’s environment Have a deep interest in SaaS with prior experience a plus Earned a Bachelor’s degree or higher A typical day at Rigor will involve: Supporting Professional Services by serving as a Subject Matter Expert for web performance Contributing customer success stories to Go-to-Market teams in order to promote customer-first mindset across the business Developing a strong understanding of customers’ existing technology stack, building relationships with stakeholders and individual contributors Being a voice for the customer within Rigor Every person on our team: Has fun and is passionate about guiding customers to achieve measurable results Plays a critical role in the company’s success Cares deeply about helping customers solve real business and performance problems Contributes to information-sharing, cross-functional training, and making the Rigor customer experience even better! Our core values: Customer first Be genuine Do the right thing Own your work Win as a team Improve every day Use resources wisely Our team works following technologies: CRM: Salesforce, Intercom, User Voice, Fullstory Operations: Rigor, Google Apps, Rollbar, JIRA, Sendgrid, Selenium IDE Web Performance: HTML, CSS, JavaScript, Web Content, CDNs, REST APIs, Waterfall Charts, Chrome Dev Tools, WebPageTest,