Vice President, Customer Success
Named the top D.C. startup to watch in 2016, 2017, and 2018, Quorum is software built for public affairs, providing one place for stakeholder engagement, legislative tracking, and grassroots advocacy. Thousands of public affairs professionals use Quorum for their work in Congress, all 50 state legislatures, major U.S. cities, and the European Union.
Quorum is 100% bootstrapped, having never raised venture capital funding, and works with organizations like Coca-Cola, the United Nations Foundation, Sierra Club, General Motors, and Lyft.
As the Vice President of Customer Success, you will serve on Quorum’s Executive Team and be responsible for the company’s customer retention, expansion, and support functions. This role includes responsibility for Customer Success activities (e.g., client onboarding processes) and outcomes (e.g., financial performance). Apply online at www.quorum.us/careers .
About You:
You want to make a meaningful impact on the growth strategy of a startup and you have experience serving as a member of Executive Leadership (C-Suite/SVP Level) and/or an Executive Management Team (Senior Director/VP Level)
You are a visionary leader who feels confident designing multi-year strategic plans and coaching your team to help them achieve desired business results
You are an experienced manager who has overseen high-performing teams with 40+ team members or navigated turnaround environments with 20+ team members
You take pride in creating diverse and inclusive team environments where you regularly express concern for team members’ success and well-being
You have experience scaling a business unit operating on a recurring revenue business model that produced tens of millions in ARR during your tenure
You are passionate about using data and analytics to craft an exceptional customer experience throughout the customer lifecycle (e.g., reduce average time to first value)
You have either specialized in one or overseen several of the following functions: customer support, account management, product adoption/client onboarding, professional services, international support/service (including translation/localization)
You believe that revenue growth derives from demonstrating recurring value to the customer and have experience overseeing new logo or expansion sales performance
And, of course, you love a good challenge
What You'll Do:
First week: You'll learn the ins and outs of the current Quorum client experience, gain exposure to our products, and get to know 20+ dedicated Quorum Customer Success team members
First month: You will attend a wide variety of client engagements and work with Customer Success management to oversee routine customer success activities, including support, onboarding, training, renewals, cross-sells/up-sells, and referrals/introductions
First 6 months: You will evaluate the talent pipeline and apply a combination of coaching and recruiting to build a Customer Success team that is able to provide exceptional service at scale. You will work with the team to gain insight into critical Customer Success team and Customer Health metrics, then use these insights to optimize the customer lifecycle (e.g., defining distinct engagement strategies based upon customer segment, decreasing average days to onboard)
First year: You will act as a model for setting high-level strategic direction and executing with precision. You will be responsible for driving key customer success outcomes, including increasing net revenue retention, by increasing the value Quorum provides to our customers
About the Customer Success Team:
We’re responsible for ensuring that clients have an amazing experience with Quorum
We provide team and individual product trainings that promote best practices in the government affairs space
We are dedicated to every user’s success and address challenges quickly and creatively
We act as staunch advocates for our clients, including identifying and responding to diverse client use cases
We take pride in developing personal relationships with our users and our team
We regularly support one another to ensure the success of our team and our clients
We're very close as a company—we work together, hang out together, and we value each others' ideas and input
Our Work Environment:
We work in a vibrant, sunlit space in our modern, open concept office
Our office building is located in the heart of downtown DC, easily accessible by metro, bus, and rideshares. It is also in close proximity to great restaurants, food trucks, shopping, and popular happy hour spots
Our team loves to spend time doing fun things outside of the office, which we call Quorum Fun events . Past Quorum Fun events have included apple picking, yoga, and wine tasting
Do you want to have a big impact at a fast-growing company that is changing the way the advocacy process works? If so, drop us a line. We'd love to talk to you. Apply online at www.quorum.us/careers .
Feb 11, 2019
Full time
Vice President, Customer Success
Named the top D.C. startup to watch in 2016, 2017, and 2018, Quorum is software built for public affairs, providing one place for stakeholder engagement, legislative tracking, and grassroots advocacy. Thousands of public affairs professionals use Quorum for their work in Congress, all 50 state legislatures, major U.S. cities, and the European Union.
Quorum is 100% bootstrapped, having never raised venture capital funding, and works with organizations like Coca-Cola, the United Nations Foundation, Sierra Club, General Motors, and Lyft.
As the Vice President of Customer Success, you will serve on Quorum’s Executive Team and be responsible for the company’s customer retention, expansion, and support functions. This role includes responsibility for Customer Success activities (e.g., client onboarding processes) and outcomes (e.g., financial performance). Apply online at www.quorum.us/careers .
About You:
You want to make a meaningful impact on the growth strategy of a startup and you have experience serving as a member of Executive Leadership (C-Suite/SVP Level) and/or an Executive Management Team (Senior Director/VP Level)
You are a visionary leader who feels confident designing multi-year strategic plans and coaching your team to help them achieve desired business results
You are an experienced manager who has overseen high-performing teams with 40+ team members or navigated turnaround environments with 20+ team members
You take pride in creating diverse and inclusive team environments where you regularly express concern for team members’ success and well-being
You have experience scaling a business unit operating on a recurring revenue business model that produced tens of millions in ARR during your tenure
You are passionate about using data and analytics to craft an exceptional customer experience throughout the customer lifecycle (e.g., reduce average time to first value)
You have either specialized in one or overseen several of the following functions: customer support, account management, product adoption/client onboarding, professional services, international support/service (including translation/localization)
You believe that revenue growth derives from demonstrating recurring value to the customer and have experience overseeing new logo or expansion sales performance
And, of course, you love a good challenge
What You'll Do:
First week: You'll learn the ins and outs of the current Quorum client experience, gain exposure to our products, and get to know 20+ dedicated Quorum Customer Success team members
First month: You will attend a wide variety of client engagements and work with Customer Success management to oversee routine customer success activities, including support, onboarding, training, renewals, cross-sells/up-sells, and referrals/introductions
First 6 months: You will evaluate the talent pipeline and apply a combination of coaching and recruiting to build a Customer Success team that is able to provide exceptional service at scale. You will work with the team to gain insight into critical Customer Success team and Customer Health metrics, then use these insights to optimize the customer lifecycle (e.g., defining distinct engagement strategies based upon customer segment, decreasing average days to onboard)
First year: You will act as a model for setting high-level strategic direction and executing with precision. You will be responsible for driving key customer success outcomes, including increasing net revenue retention, by increasing the value Quorum provides to our customers
About the Customer Success Team:
We’re responsible for ensuring that clients have an amazing experience with Quorum
We provide team and individual product trainings that promote best practices in the government affairs space
We are dedicated to every user’s success and address challenges quickly and creatively
We act as staunch advocates for our clients, including identifying and responding to diverse client use cases
We take pride in developing personal relationships with our users and our team
We regularly support one another to ensure the success of our team and our clients
We're very close as a company—we work together, hang out together, and we value each others' ideas and input
Our Work Environment:
We work in a vibrant, sunlit space in our modern, open concept office
Our office building is located in the heart of downtown DC, easily accessible by metro, bus, and rideshares. It is also in close proximity to great restaurants, food trucks, shopping, and popular happy hour spots
Our team loves to spend time doing fun things outside of the office, which we call Quorum Fun events . Past Quorum Fun events have included apple picking, yoga, and wine tasting
Do you want to have a big impact at a fast-growing company that is changing the way the advocacy process works? If so, drop us a line. We'd love to talk to you. Apply online at www.quorum.us/careers .
Job Description
We are searching for a hardworking, solutions-oriented and proactive individual to be the first hire for our Account Management team. The position is an important new addition to our team, responsible for ensuring customer success and retention for our 30+, and quickly growing, senior care providers.
Responsibilities:
Customer Education -- Educate our clients, senior care providers and their families, on our brand and services through on-boarding and check-in calls; Help refine and develop a range of materials including one-page feature guides, best practice kits, webinars, custom trainings for large teams, and more; Discover and evangelize new use cases for the customer, helping them to deepen and expand their usage of MemoryWell.
Implementation -- Lead execution for the creation process of MemoryWell life stories.
Marketing -- work cross-functionally with marketing to gather company insights, and drive product and marketing solutions (such as email campaigns) that optimize existing client engagement; Develop case studies based on customer experiences.
Growth and Retention -- grow customer accounts by ensuring high satisfaction and selling more stories that will enable customers to meet their objectives.
Partnerships -- Help manage strategic partnerships.
Qualifications: 1-3 years of account management/customer success experience in a startup environment Enjoy a customer-facing role Can influence without authority Take a consultative approach Excellent listener and communicator Self-motivated and comfortable with managing daily tasks Bachelor’s degree
Benefits: - Equity in an early-stage, disruptive startup - Competitive Salary - Health benefits - Gym Membership -WeWork office with stunning view of downtown DC
Location: Washington DC
Please send resume to: jobs@memorywell.com and include the job title in the subject line of your email.
Feb 20, 2019
Full time
Job Description
We are searching for a hardworking, solutions-oriented and proactive individual to be the first hire for our Account Management team. The position is an important new addition to our team, responsible for ensuring customer success and retention for our 30+, and quickly growing, senior care providers.
Responsibilities:
Customer Education -- Educate our clients, senior care providers and their families, on our brand and services through on-boarding and check-in calls; Help refine and develop a range of materials including one-page feature guides, best practice kits, webinars, custom trainings for large teams, and more; Discover and evangelize new use cases for the customer, helping them to deepen and expand their usage of MemoryWell.
Implementation -- Lead execution for the creation process of MemoryWell life stories.
Marketing -- work cross-functionally with marketing to gather company insights, and drive product and marketing solutions (such as email campaigns) that optimize existing client engagement; Develop case studies based on customer experiences.
Growth and Retention -- grow customer accounts by ensuring high satisfaction and selling more stories that will enable customers to meet their objectives.
Partnerships -- Help manage strategic partnerships.
Qualifications: 1-3 years of account management/customer success experience in a startup environment Enjoy a customer-facing role Can influence without authority Take a consultative approach Excellent listener and communicator Self-motivated and comfortable with managing daily tasks Bachelor’s degree
Benefits: - Equity in an early-stage, disruptive startup - Competitive Salary - Health benefits - Gym Membership -WeWork office with stunning view of downtown DC
Location: Washington DC
Please send resume to: jobs@memorywell.com and include the job title in the subject line of your email.
We are ViriCiti; a young cleantech company of 33 ambitious ViriCitizens who are working hard on the electric transition of commercial vehicles. We are moving quickly from the start-up phase into growth and scaling up, and are therefore looking for a Customer Success Manager for the French market who brings great communication skills and a customer focused mindset. Do you believe in the power of electric vehicles and are you looking for a fast-paced and dynamic working environment where your initiative is highly valued? Then check if we fit your job expectations and apply!
Your job
As Customer Success Manager you will be part of our fast evolving customer success team that is responsible for happy and engaged customers.
First point of contact for our French speaking customers
Responsible for spotless project coordination for new and existing customers
Engaging with customers both in face-to-face meetings and via phone
Defining our customers’ needs and creating a success plan together
Onboarding and training both on site and online
Analysing and solving various issues of our customers
Collaborating with all involved departments (e.g. sales, aftersales, software development)
Contribute to constantly improving processes and workflows
Requirements
A higher Professional (HBO) or University education (WO) degree, a background in engineering is a plus
At least 2 years of B2B work experience in a customer engaging role, e.g. account management
Excellent communication skills in French & English (both written & spoken)
Ability to interact with multiple layers of stakeholders and organizations
A strong interest or previous experience in IT is a big plus
Strong analytical and problem solving skills
Show initiative and take ownership
Ability to work independently and accurately
Keywords: people person, result driven, committed, team player & IT savvy
What you can expect from us
Become an expert in e-mobility
Training and personal development opportunities
Autonomy and flexible working hours
Competitive salary based on experience
Full time employment (40 hours a week)
Fun working environment within a great team
Discount on a gym subscription
Daily varied team lunches
Annual team weekends
Foosball and ping pong competitions... and a ball pit
About us
We started our adventure 6 years ago by building an efficient and scalable platform based on Node.js. Our platform provides data-insights that operators use to extend the range of their vehicles, eliminate emissions and optimize electric operations. Since then, we have grown into the market leader in the US and Europe and have landed large projects all around the globe! Our ambition is high but the atmosphere in our team is informal and relaxed.
Do you want to be part of a fast-paced scale up company? Apply now!
The selection process may involve an assessment. More info? Email Heloise Hieber at h.hieber@viriciti.com
We are looking forward to hearing from you!
Feb 19, 2019
Full time
We are ViriCiti; a young cleantech company of 33 ambitious ViriCitizens who are working hard on the electric transition of commercial vehicles. We are moving quickly from the start-up phase into growth and scaling up, and are therefore looking for a Customer Success Manager for the French market who brings great communication skills and a customer focused mindset. Do you believe in the power of electric vehicles and are you looking for a fast-paced and dynamic working environment where your initiative is highly valued? Then check if we fit your job expectations and apply!
Your job
As Customer Success Manager you will be part of our fast evolving customer success team that is responsible for happy and engaged customers.
First point of contact for our French speaking customers
Responsible for spotless project coordination for new and existing customers
Engaging with customers both in face-to-face meetings and via phone
Defining our customers’ needs and creating a success plan together
Onboarding and training both on site and online
Analysing and solving various issues of our customers
Collaborating with all involved departments (e.g. sales, aftersales, software development)
Contribute to constantly improving processes and workflows
Requirements
A higher Professional (HBO) or University education (WO) degree, a background in engineering is a plus
At least 2 years of B2B work experience in a customer engaging role, e.g. account management
Excellent communication skills in French & English (both written & spoken)
Ability to interact with multiple layers of stakeholders and organizations
A strong interest or previous experience in IT is a big plus
Strong analytical and problem solving skills
Show initiative and take ownership
Ability to work independently and accurately
Keywords: people person, result driven, committed, team player & IT savvy
What you can expect from us
Become an expert in e-mobility
Training and personal development opportunities
Autonomy and flexible working hours
Competitive salary based on experience
Full time employment (40 hours a week)
Fun working environment within a great team
Discount on a gym subscription
Daily varied team lunches
Annual team weekends
Foosball and ping pong competitions... and a ball pit
About us
We started our adventure 6 years ago by building an efficient and scalable platform based on Node.js. Our platform provides data-insights that operators use to extend the range of their vehicles, eliminate emissions and optimize electric operations. Since then, we have grown into the market leader in the US and Europe and have landed large projects all around the globe! Our ambition is high but the atmosphere in our team is informal and relaxed.
Do you want to be part of a fast-paced scale up company? Apply now!
The selection process may involve an assessment. More info? Email Heloise Hieber at h.hieber@viriciti.com
We are looking forward to hearing from you!
Join ChurnZero as a Customer Success Manager. We are a startup located in Arlington, VA.
Our fast-growing startup is looking for a passionate, results-oriented individual to join our team as a Customer Success Manager. At ChurnZero, our mission is to create the next great Customer Success platform – and our own Customer Success team sits at the heart of this goal. As a CSM, you will cultivate exceptional experiences and sustained value for ChurnZero customers by acting as their trusted advisor and advocate from point of sale through renewal. Join the team that proudly supports the highest ranked solution in the Customer Success category on G2 Crowd – and be a vital part of our continued success!
Primary responsibilities and day-to-day
Proactively manage the success of a portfolio of assigned ChurnZero customers to deliver consistent value across the entire lifecycle
Manage the implementation of new customers; accurately ascertain customer goals and translate them into an implementation plan that will provide initial value in a timely fashion
Coordinate and deliver basic and advanced training sessions to ensure confidence with the platform and cultivate customer accountability
Advise customers on best practices for designing, implementing and scaling their Customer Success programs
Resolve customer issues, alone and through collaboration with other ChurnZero teams; approach all situations with curiosity and creativity
Build strong customer relationships by maintaining high levels of engagement and communication; conduct routine account performance planning and business reviews
Drive customer advocacy in the form of references, referrals, and case studies
Perform data-driven reviews and analysis on customer portfolio to prioritize opportunity and risk; reliably renew and expand customer contracts, meeting and exceeding personal and team quotas
Actively participate in the evolution of ChurnZero’s own Customer Success programs and processes; insist on excellence in our own Customer Success initiatives
Contribute towards the development of a strong team environment by upholding high work standards
Go the extra mile to ensure our customers are successful!
Must-have skills and experience
2+ years’ experience in Account Management or SaaS Customer Success roles; experience with implementing customers is a big plus
A verifiable track record of customer retention and growth through passionate customer service
Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value
Energetic and self-motivated; a team player who is also a proactive and creative problem solver
Aptitude for learning software; strong with business applications and data integrations and able to explain complex data relationships in non-technical terms
Ability to manage multiple priorities while maintaining strict attention to details
Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations
Working knowledge of Salesforce.com
Undergraduate degree (BA/BS)
Working at ChurnZero
We are at the beautiful 1776 co-work offices in Arlington, VA. Lunch is served here every day, and you will have the essential startup experience. We are building the DC metro’s next great company.
About ChurnZero
ChurnZero helps subscription businesses fight customer churn. Our SaaS platform (1) helps businesses understand how their customers use their product, (2) assess their health and their likelihood to renew, and (3) give the business the means to automate and personalize the customer experience through timely and relevant touchpoints. ChurnZero is backed by CIT and prominent east coast angels. You can find out more at http://churnzero.net .
Contact us at careers@churnzero.net
Feb 19, 2019
Full time
Join ChurnZero as a Customer Success Manager. We are a startup located in Arlington, VA.
Our fast-growing startup is looking for a passionate, results-oriented individual to join our team as a Customer Success Manager. At ChurnZero, our mission is to create the next great Customer Success platform – and our own Customer Success team sits at the heart of this goal. As a CSM, you will cultivate exceptional experiences and sustained value for ChurnZero customers by acting as their trusted advisor and advocate from point of sale through renewal. Join the team that proudly supports the highest ranked solution in the Customer Success category on G2 Crowd – and be a vital part of our continued success!
Primary responsibilities and day-to-day
Proactively manage the success of a portfolio of assigned ChurnZero customers to deliver consistent value across the entire lifecycle
Manage the implementation of new customers; accurately ascertain customer goals and translate them into an implementation plan that will provide initial value in a timely fashion
Coordinate and deliver basic and advanced training sessions to ensure confidence with the platform and cultivate customer accountability
Advise customers on best practices for designing, implementing and scaling their Customer Success programs
Resolve customer issues, alone and through collaboration with other ChurnZero teams; approach all situations with curiosity and creativity
Build strong customer relationships by maintaining high levels of engagement and communication; conduct routine account performance planning and business reviews
Drive customer advocacy in the form of references, referrals, and case studies
Perform data-driven reviews and analysis on customer portfolio to prioritize opportunity and risk; reliably renew and expand customer contracts, meeting and exceeding personal and team quotas
Actively participate in the evolution of ChurnZero’s own Customer Success programs and processes; insist on excellence in our own Customer Success initiatives
Contribute towards the development of a strong team environment by upholding high work standards
Go the extra mile to ensure our customers are successful!
Must-have skills and experience
2+ years’ experience in Account Management or SaaS Customer Success roles; experience with implementing customers is a big plus
A verifiable track record of customer retention and growth through passionate customer service
Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value
Energetic and self-motivated; a team player who is also a proactive and creative problem solver
Aptitude for learning software; strong with business applications and data integrations and able to explain complex data relationships in non-technical terms
Ability to manage multiple priorities while maintaining strict attention to details
Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations
Working knowledge of Salesforce.com
Undergraduate degree (BA/BS)
Working at ChurnZero
We are at the beautiful 1776 co-work offices in Arlington, VA. Lunch is served here every day, and you will have the essential startup experience. We are building the DC metro’s next great company.
About ChurnZero
ChurnZero helps subscription businesses fight customer churn. Our SaaS platform (1) helps businesses understand how their customers use their product, (2) assess their health and their likelihood to renew, and (3) give the business the means to automate and personalize the customer experience through timely and relevant touchpoints. ChurnZero is backed by CIT and prominent east coast angels. You can find out more at http://churnzero.net .
Contact us at careers@churnzero.net
Roompact is looking for a Client Experience Manager to join our team in Chicago. Our ideal candidate is a detail-oriented problem-solver who is excited about helping users make the most out of software. We’re looking for someone who enjoys building relationships with people, working with them to solve challenges, and acting as a “bridge” between the technical and the non-technical. You’ll be working closely with our Director of Client Experience to onboard and guide clients, answer questions, and be an advocate for our users.
--
What you'll do
Onboarding - Walk new clients through onboarding via email and scheduled phone calls. Help them learn how to use our software and how it can best support their work.
Support - Provide stellar support with clear, thorough, empathetic responses to client questions. Anticipate related issues and give them the tools to solve them. Troubleshoot reported problems, escalate to our engineering team as necessary, and provide updates and resolutions.
Client Success - Help clients optimize their processes via our software and expand feature usage. Check in with them proactively, and foster positive relationships built on trust and transparency. Be a “bridge:” our users aren’t always well-versed in technology, so it’s important to be able to explain concepts clearly and translate jargon for them.
Feedback & Analytics - Collect, record, and interpret client feedback. Reference user analytics and records to make evidence-based recommendations and decisions. Help the engineering team to prioritize and plan functionality that meets users’ needs.
Documentation - Write and organize documentation for how-to’s and best practices.
Innovate - Create and execute your own ideas for improving our clients’ experience.
--
Who you are
You love talking to clients, getting to know them, and using your product expertise to guide them. Treating them with empathy, respect, and honesty is a given.
You’re self-sufficient and intrinsically motivated. You’re happy with autonomy but can work within a team.
You’re tech-savvy, with a high aptitude for learning new technologies.
You’re comfortable leading training sessions via calls, screensharing, and occasionally in person.
You’re comfortable traveling a few times a year to attend industry conferences with other team members.
Your written and verbal communication is outstanding.
Experience in a SaaS company is desirable, but not required.
--
Why work with us?
Join a smart, creative team growing a nationwide client base, and help shape our company’s future
Medical and dental insurance, 99% coverage of base medical plan and dental plan
401(k) with up to 4% company matching
Flexible schedule with an emphasis on work/life balance
Unlimited PTO
Summer Fridays off
A great office location in the heart of downtown Chicago
--
Interested? Please send a resume and cover letter to cxopenings@roompact.com . Please include how you heard about us and why you’d like to work with us.
Feb 07, 2019
Full time
Roompact is looking for a Client Experience Manager to join our team in Chicago. Our ideal candidate is a detail-oriented problem-solver who is excited about helping users make the most out of software. We’re looking for someone who enjoys building relationships with people, working with them to solve challenges, and acting as a “bridge” between the technical and the non-technical. You’ll be working closely with our Director of Client Experience to onboard and guide clients, answer questions, and be an advocate for our users.
--
What you'll do
Onboarding - Walk new clients through onboarding via email and scheduled phone calls. Help them learn how to use our software and how it can best support their work.
Support - Provide stellar support with clear, thorough, empathetic responses to client questions. Anticipate related issues and give them the tools to solve them. Troubleshoot reported problems, escalate to our engineering team as necessary, and provide updates and resolutions.
Client Success - Help clients optimize their processes via our software and expand feature usage. Check in with them proactively, and foster positive relationships built on trust and transparency. Be a “bridge:” our users aren’t always well-versed in technology, so it’s important to be able to explain concepts clearly and translate jargon for them.
Feedback & Analytics - Collect, record, and interpret client feedback. Reference user analytics and records to make evidence-based recommendations and decisions. Help the engineering team to prioritize and plan functionality that meets users’ needs.
Documentation - Write and organize documentation for how-to’s and best practices.
Innovate - Create and execute your own ideas for improving our clients’ experience.
--
Who you are
You love talking to clients, getting to know them, and using your product expertise to guide them. Treating them with empathy, respect, and honesty is a given.
You’re self-sufficient and intrinsically motivated. You’re happy with autonomy but can work within a team.
You’re tech-savvy, with a high aptitude for learning new technologies.
You’re comfortable leading training sessions via calls, screensharing, and occasionally in person.
You’re comfortable traveling a few times a year to attend industry conferences with other team members.
Your written and verbal communication is outstanding.
Experience in a SaaS company is desirable, but not required.
--
Why work with us?
Join a smart, creative team growing a nationwide client base, and help shape our company’s future
Medical and dental insurance, 99% coverage of base medical plan and dental plan
401(k) with up to 4% company matching
Flexible schedule with an emphasis on work/life balance
Unlimited PTO
Summer Fridays off
A great office location in the heart of downtown Chicago
--
Interested? Please send a resume and cover letter to cxopenings@roompact.com . Please include how you heard about us and why you’d like to work with us.
Who you are:
A passionate customer success manager is critical for any SaaS business and is seen as a key linchpin to customer adoption. 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 Dir of Customer Success and work out of the company’s office in Midtown, Atlanta.
Feb 07, 2019
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 adoption. 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 Dir of Customer Success and work out of the company’s office in Midtown, Atlanta.
