We don’t believe the world needs any more dashboards, charts or data warehouses. What leaders need today is help to make better use of the tools they already have. That is what we do at Outlier: we improve the relationship between people and their data.
We are a family friendly company founded by experienced entrepreneurs who understand that building a company is a marathon and not a sprint. We encourage and welcome applications from all backgrounds.
Outlier has a strong Customer Success (CS) team in Oakland, CA, and we are starting to build our team in Virginia Beach. As the second member of CS in our east coast office, you will have significant impact on the shape of our team and the success of our entire company going forward. The Customer Success team plays a highly visible and strategic role not just as client partners, but in bringing our customers’ voices back to the company. As we grow, you’ll have the opportunity to develop your career quickly.
As a Customer Success Manager at Outlier, you will:
Understand our clients’ business, and coordinate across multiple internal and external teams to ensure we deliver value across a diverse client base
Own long-term relationships with clients, strategizing and owning the plan for renewals and expansion of both medium and large accounts
Manage and prioritize multiple moving pieces, keeping teams on-track while being flexible to changing priorities and realities
Manage many different projects at the same time, adjusting priorities and expectations as necessaryStrategize and own plans for account renewal and expansion
Be the Outlier product expert (but know when and where to ask for help)
Mentor team members who come after you, and take an active role in fostering team culture and building efficient processes
To be a great fit for the position, you:
Are organized and can prioritize and multi-task to ensure a seamless client experience
Have at least three years of client-facing experience, ideally working in a SAAS environment in Customer Success
Are an excellent communicator across platforms (phone, video conference, email, live presentations, etc)
Are detail-oriented but able to zoom out to the big picture when needed
Can translate between technical and business teams
Are motivated and self-sufficient, but also able to collaborate closely in a team
Have an aptitude for technology, and a desire and ability to quickly learn new platforms
Are able to understand core problems, reading between the lines when necessary, and creatively find and communicate solutions
Are empathetic and able to build trust with people of diverse backgrounds, up and down client organizations, geographies and teams
Are a strong individual contributor with some leadership experience
Please note that if you are selected, part of our interview experience will include a project-based take-home challenge where you’ll have the opportunity to present your work to the team.
Jul 08, 2019
Full time
We don’t believe the world needs any more dashboards, charts or data warehouses. What leaders need today is help to make better use of the tools they already have. That is what we do at Outlier: we improve the relationship between people and their data.
We are a family friendly company founded by experienced entrepreneurs who understand that building a company is a marathon and not a sprint. We encourage and welcome applications from all backgrounds.
Outlier has a strong Customer Success (CS) team in Oakland, CA, and we are starting to build our team in Virginia Beach. As the second member of CS in our east coast office, you will have significant impact on the shape of our team and the success of our entire company going forward. The Customer Success team plays a highly visible and strategic role not just as client partners, but in bringing our customers’ voices back to the company. As we grow, you’ll have the opportunity to develop your career quickly.
As a Customer Success Manager at Outlier, you will:
Understand our clients’ business, and coordinate across multiple internal and external teams to ensure we deliver value across a diverse client base
Own long-term relationships with clients, strategizing and owning the plan for renewals and expansion of both medium and large accounts
Manage and prioritize multiple moving pieces, keeping teams on-track while being flexible to changing priorities and realities
Manage many different projects at the same time, adjusting priorities and expectations as necessaryStrategize and own plans for account renewal and expansion
Be the Outlier product expert (but know when and where to ask for help)
Mentor team members who come after you, and take an active role in fostering team culture and building efficient processes
To be a great fit for the position, you:
Are organized and can prioritize and multi-task to ensure a seamless client experience
Have at least three years of client-facing experience, ideally working in a SAAS environment in Customer Success
Are an excellent communicator across platforms (phone, video conference, email, live presentations, etc)
Are detail-oriented but able to zoom out to the big picture when needed
Can translate between technical and business teams
Are motivated and self-sufficient, but also able to collaborate closely in a team
Have an aptitude for technology, and a desire and ability to quickly learn new platforms
Are able to understand core problems, reading between the lines when necessary, and creatively find and communicate solutions
Are empathetic and able to build trust with people of diverse backgrounds, up and down client organizations, geographies and teams
Are a strong individual contributor with some leadership experience
Please note that if you are selected, part of our interview experience will include a project-based take-home challenge where you’ll have the opportunity to present your work to the team.
We’re looking for a proven customer success pro to drive our customer success strategy and lead our growing team.
In this role, you’ll help build, optimize, and scale our customer success program. You’ll develop a deep understanding of Articulate customers’ needs and how to tie those needs to the value of Articulate 360. And you’ll lead an experienced, driven team of customer success pros to help expand our footprint within existing accounts and secure renewals.
Core Responsibilities:
Lead the growth of our effective, high-performing customer success team to fulfill the mission of the team
Coach, mentor, and develop each team member to reach their full potential
Drive, refine, and optimize our customer success strategy
Develop a deep understanding of customer needs and be able to tie them to specific product features, benefits, and value propositions—and ensure your team knows how to communicate them effectively
Identify seat expansion and multiyear contract opportunities, develop effective outreach strategies, and ensure that the Customer Success Team converts those opportunities
Help define and drive the creation of all customer success plays with an eye towards scalable and effective tactics for different customer segments
Drive and optimize programs to grow and expand our VIP customer accounts in conjunction with other teams
Work with our reseller partners to reduce their churn and optimize their customer success programs using data analysis to determine the best recommendations
Own and analyze reporting on all Customer Success Team metrics, to include churn metric analysis, customer success task effectiveness, and measurement of VIP program
Make data-driven recommendations to optimize Customer Success Team operations and processes continuously
Meet key performance indicators around churn, customer satisfaction, seat addition, and renewal activities
Work cross-functionally to implement and modify programs and processes that increase customer happiness
Qualifications:
Successful track record of helping to build and optimize scalable customer success programs in a SaaS tech environment
5+ years of customer relationship management
2+ years managing customer-facing team
Proven ability to coach, mentor, and develop individual contributors
Proven experience developing customer success programs that are differentiated based on the size of the customer account
Previous revenue responsibility and proven data analysis skills
Leadership and management experience that helps you build effective, high-performing, and happy teams
Excellent customer service skills and a knack for developing strong customer relationships
Ability to build relationships and buy-in for your projects effectively across the organization
Naturally curious, with excellent critical-thinking skills
Resilient, adaptable, and thrives in a fast-paced environment
Excellent verbal and written communication and presentation skills
Can work independently, while also functioning and contributing as part of a team
Ability to learn new technology
Working knowledge of Salesforce required, experience with Articulate 360 a plus
Positive, empathetic, driven, collaborative, flexible, and confident
About Articulate
Articulate is a highly successful, fully remote software company that’s changing the way the world learns. Our award-winning e-learning tools are used by 78,000+ organizations across the globe to create engaging online and mobile courses. Our customers include 93 of the Fortune 100 and 19 of the top 20 U.S. universities. And our online community of 605,000+ members is the largest, fastest-growing community in the industry.
We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We’re all free to exercise our crafts the best way we know how to reach our goals as individuals and teams. Each and every one of us is focused on producing results that directly impact the company’s success. And we all strive to do what’s right by people, both internally and externally, instead of taking the shortest route to the highest profits.
We honor people’s humanity in all of our disparate experiences and social locations, accepting each person as an individual with a story worth listening to and honoring. We believe that honoring everyone’s humanity means being committed to equity and justice. We welcome different voices and viewpoints and do not discriminate on the basis of race, religion, color, national origin, ancestry, physical and/or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, and military or veteran status, or any other basis protected by law. We are an equal opportunity employer and invite applicants to voluntarily disclose their race and gender on our application form to help us create a diverse company. This voluntarily disclosed information will not be shared with any hiring manager and will be kept in confidence by the Articulate human resources department and executives who are not hiring for this position.
Learn more about our culture.
Jun 20, 2019
Full time
We’re looking for a proven customer success pro to drive our customer success strategy and lead our growing team.
In this role, you’ll help build, optimize, and scale our customer success program. You’ll develop a deep understanding of Articulate customers’ needs and how to tie those needs to the value of Articulate 360. And you’ll lead an experienced, driven team of customer success pros to help expand our footprint within existing accounts and secure renewals.
Core Responsibilities:
Lead the growth of our effective, high-performing customer success team to fulfill the mission of the team
Coach, mentor, and develop each team member to reach their full potential
Drive, refine, and optimize our customer success strategy
Develop a deep understanding of customer needs and be able to tie them to specific product features, benefits, and value propositions—and ensure your team knows how to communicate them effectively
Identify seat expansion and multiyear contract opportunities, develop effective outreach strategies, and ensure that the Customer Success Team converts those opportunities
Help define and drive the creation of all customer success plays with an eye towards scalable and effective tactics for different customer segments
Drive and optimize programs to grow and expand our VIP customer accounts in conjunction with other teams
Work with our reseller partners to reduce their churn and optimize their customer success programs using data analysis to determine the best recommendations
Own and analyze reporting on all Customer Success Team metrics, to include churn metric analysis, customer success task effectiveness, and measurement of VIP program
Make data-driven recommendations to optimize Customer Success Team operations and processes continuously
Meet key performance indicators around churn, customer satisfaction, seat addition, and renewal activities
Work cross-functionally to implement and modify programs and processes that increase customer happiness
Qualifications:
Successful track record of helping to build and optimize scalable customer success programs in a SaaS tech environment
5+ years of customer relationship management
2+ years managing customer-facing team
Proven ability to coach, mentor, and develop individual contributors
Proven experience developing customer success programs that are differentiated based on the size of the customer account
Previous revenue responsibility and proven data analysis skills
Leadership and management experience that helps you build effective, high-performing, and happy teams
Excellent customer service skills and a knack for developing strong customer relationships
Ability to build relationships and buy-in for your projects effectively across the organization
Naturally curious, with excellent critical-thinking skills
Resilient, adaptable, and thrives in a fast-paced environment
Excellent verbal and written communication and presentation skills
Can work independently, while also functioning and contributing as part of a team
Ability to learn new technology
Working knowledge of Salesforce required, experience with Articulate 360 a plus
Positive, empathetic, driven, collaborative, flexible, and confident
About Articulate
Articulate is a highly successful, fully remote software company that’s changing the way the world learns. Our award-winning e-learning tools are used by 78,000+ organizations across the globe to create engaging online and mobile courses. Our customers include 93 of the Fortune 100 and 19 of the top 20 U.S. universities. And our online community of 605,000+ members is the largest, fastest-growing community in the industry.
We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We’re all free to exercise our crafts the best way we know how to reach our goals as individuals and teams. Each and every one of us is focused on producing results that directly impact the company’s success. And we all strive to do what’s right by people, both internally and externally, instead of taking the shortest route to the highest profits.
We honor people’s humanity in all of our disparate experiences and social locations, accepting each person as an individual with a story worth listening to and honoring. We believe that honoring everyone’s humanity means being committed to equity and justice. We welcome different voices and viewpoints and do not discriminate on the basis of race, religion, color, national origin, ancestry, physical and/or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, and military or veteran status, or any other basis protected by law. We are an equal opportunity employer and invite applicants to voluntarily disclose their race and gender on our application form to help us create a diverse company. This voluntarily disclosed information will not be shared with any hiring manager and will be kept in confidence by the Articulate human resources department and executives who are not hiring for this position.
Learn more about our culture.
We’re looking for a proven customer success pro to drive our customer success strategy and lead our growing team.
In this role, you’ll help build, optimize, and scale our customer success program. You’ll develop a deep understanding of Articulate customers’ needs and how to tie those needs to the value of Articulate 360. And you’ll lead an experienced, driven team of customer success pros to help expand our footprint within existing accounts and secure renewals.
Core Responsibilities:
Lead the growth of our effective, high-performing customer success team to fulfill the mission of the team
Coach, mentor, and develop each team member to reach their full potential
Drive, refine, and optimize our customer success strategy
Develop a deep understanding of customer needs and be able to tie them to specific product features, benefits, and value propositions—and ensure your team knows how to communicate them effectively
Identify seat expansion and multiyear contract opportunities, develop effective outreach strategies, and ensure that the Customer Success Team converts those opportunities
Help define and drive the creation of all customer success plays with an eye towards scalable and effective tactics for different customer segments
Drive and optimize programs to grow and expand our VIP customer accounts in conjunction with other teams
Work with our reseller partners to reduce their churn and optimize their customer success programs using data analysis to determine the best recommendations
Own and analyze reporting on all Customer Success Team metrics, to include churn metric analysis, customer success task effectiveness, and measurement of VIP program
Make data-driven recommendations to optimize Customer Success Team operations and processes continuously
Meet key performance indicators around churn, customer satisfaction, seat addition, and renewal activities
Work cross-functionally to implement and modify programs and processes that increase customer happiness
Qualifications:
Successful track record of helping to build and optimize scalable customer success programs in a SaaS tech environment
5+ years of customer relationship management
2+ years managing customer-facing team
Proven ability to coach, mentor, and develop individual contributors
Proven experience developing customer success programs that are differentiated based on the size of the customer account
Previous revenue responsibility and proven data analysis skills
Leadership and management experience that helps you build effective, high-performing, and happy teams
Excellent customer service skills and a knack for developing strong customer relationships
Ability to build relationships and buy-in for your projects effectively across the organization
Naturally curious, with excellent critical-thinking skills
Resilient, adaptable, and thrives in a fast-paced environment
Excellent verbal and written communication and presentation skills
Can work independently, while also functioning and contributing as part of a team
Ability to learn new technology
Working knowledge of Salesforce required, experience with Articulate 360 a plus
Positive, empathetic, driven, collaborative, flexible, and confident
About Articulate
Articulate is a highly successful, fully remote software company that’s changing the way the world learns. Our award-winning e-learning tools are used by 78,000+ organizations across the globe to create engaging online and mobile courses. Our customers include 93 of the Fortune 100 and 19 of the top 20 U.S. universities. And our online community of 605,000+ members is the largest, fastest-growing community in the industry.
We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We’re all free to exercise our crafts the best way we know how to reach our goals as individuals and teams. Each and every one of us is focused on producing results that directly impact the company’s success. And we all strive to do what’s right by people, both internally and externally, instead of taking the shortest route to the highest profits.
We honor people’s humanity in all of our disparate experiences and social locations, accepting each person as an individual with a story worth listening to and honoring. We believe that honoring everyone’s humanity means being committed to equity and justice. We welcome different voices and viewpoints and do not discriminate on the basis of race, religion, color, national origin, ancestry, physical and/or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, and military or veteran status, or any other basis protected by law. We are an equal opportunity employer and invite applicants to voluntarily disclose their race and gender on our application form to help us create a diverse company. This voluntarily disclosed information will not be shared with any hiring manager and will be kept in confidence by the Articulate human resources department and executives who are not hiring for this position.
Learn more about our culture.
Jun 20, 2019
Full time
We’re looking for a proven customer success pro to drive our customer success strategy and lead our growing team.
In this role, you’ll help build, optimize, and scale our customer success program. You’ll develop a deep understanding of Articulate customers’ needs and how to tie those needs to the value of Articulate 360. And you’ll lead an experienced, driven team of customer success pros to help expand our footprint within existing accounts and secure renewals.
Core Responsibilities:
Lead the growth of our effective, high-performing customer success team to fulfill the mission of the team
Coach, mentor, and develop each team member to reach their full potential
Drive, refine, and optimize our customer success strategy
Develop a deep understanding of customer needs and be able to tie them to specific product features, benefits, and value propositions—and ensure your team knows how to communicate them effectively
Identify seat expansion and multiyear contract opportunities, develop effective outreach strategies, and ensure that the Customer Success Team converts those opportunities
Help define and drive the creation of all customer success plays with an eye towards scalable and effective tactics for different customer segments
Drive and optimize programs to grow and expand our VIP customer accounts in conjunction with other teams
Work with our reseller partners to reduce their churn and optimize their customer success programs using data analysis to determine the best recommendations
Own and analyze reporting on all Customer Success Team metrics, to include churn metric analysis, customer success task effectiveness, and measurement of VIP program
Make data-driven recommendations to optimize Customer Success Team operations and processes continuously
Meet key performance indicators around churn, customer satisfaction, seat addition, and renewal activities
Work cross-functionally to implement and modify programs and processes that increase customer happiness
Qualifications:
Successful track record of helping to build and optimize scalable customer success programs in a SaaS tech environment
5+ years of customer relationship management
2+ years managing customer-facing team
Proven ability to coach, mentor, and develop individual contributors
Proven experience developing customer success programs that are differentiated based on the size of the customer account
Previous revenue responsibility and proven data analysis skills
Leadership and management experience that helps you build effective, high-performing, and happy teams
Excellent customer service skills and a knack for developing strong customer relationships
Ability to build relationships and buy-in for your projects effectively across the organization
Naturally curious, with excellent critical-thinking skills
Resilient, adaptable, and thrives in a fast-paced environment
Excellent verbal and written communication and presentation skills
Can work independently, while also functioning and contributing as part of a team
Ability to learn new technology
Working knowledge of Salesforce required, experience with Articulate 360 a plus
Positive, empathetic, driven, collaborative, flexible, and confident
About Articulate
Articulate is a highly successful, fully remote software company that’s changing the way the world learns. Our award-winning e-learning tools are used by 78,000+ organizations across the globe to create engaging online and mobile courses. Our customers include 93 of the Fortune 100 and 19 of the top 20 U.S. universities. And our online community of 605,000+ members is the largest, fastest-growing community in the industry.
We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We’re all free to exercise our crafts the best way we know how to reach our goals as individuals and teams. Each and every one of us is focused on producing results that directly impact the company’s success. And we all strive to do what’s right by people, both internally and externally, instead of taking the shortest route to the highest profits.
We honor people’s humanity in all of our disparate experiences and social locations, accepting each person as an individual with a story worth listening to and honoring. We believe that honoring everyone’s humanity means being committed to equity and justice. We welcome different voices and viewpoints and do not discriminate on the basis of race, religion, color, national origin, ancestry, physical and/or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, and military or veteran status, or any other basis protected by law. We are an equal opportunity employer and invite applicants to voluntarily disclose their race and gender on our application form to help us create a diverse company. This voluntarily disclosed information will not be shared with any hiring manager and will be kept in confidence by the Articulate human resources department and executives who are not hiring for this position.
Learn more about our culture.
We’re looking for a proven customer success pro to drive our customer success strategy and lead our growing team.
In this role, you’ll help build, optimize, and scale our customer success program. You’ll develop a deep understanding of Articulate customers’ needs and how to tie those needs to the value of Articulate 360. And you’ll lead an experienced, driven team of customer success pros to help expand our footprint within existing accounts and secure renewals.
Core Responsibilities:
Lead the growth of our effective, high-performing customer success team to fulfill the mission of the team
Coach, mentor, and develop each team member to reach their full potential
Drive, refine, and optimize our customer success strategy
Develop a deep understanding of customer needs and be able to tie them to specific product features, benefits, and value propositions—and ensure your team knows how to communicate them effectively
Identify seat expansion and multiyear contract opportunities, develop effective outreach strategies, and ensure that the Customer Success Team converts those opportunities
Help define and drive the creation of all customer success plays with an eye towards scalable and effective tactics for different customer segments
Drive and optimize programs to grow and expand our VIP customer accounts in conjunction with other teams
Work with our reseller partners to reduce their churn and optimize their customer success programs using data analysis to determine the best recommendations
Own and analyze reporting on all Customer Success Team metrics, to include churn metric analysis, customer success task effectiveness, and measurement of VIP program
Make data-driven recommendations to optimize Customer Success Team operations and processes continuously
Meet key performance indicators around churn, customer satisfaction, seat addition, and renewal activities
Work cross-functionally to implement and modify programs and processes that increase customer happiness
Qualifications:
Successful track record of helping to build and optimize scalable customer success programs in a SaaS tech environment
5+ years of customer relationship management
2+ years managing customer-facing team
Proven ability to coach, mentor, and develop individual contributors
Proven experience developing customer success programs that are differentiated based on the size of the customer account
Previous revenue responsibility and proven data analysis skills
Leadership and management experience that helps you build effective, high-performing, and happy teams
Excellent customer service skills and a knack for developing strong customer relationships
Ability to build relationships and buy-in for your projects effectively across the organization
Naturally curious, with excellent critical-thinking skills
Resilient, adaptable, and thrives in a fast-paced environment
Excellent verbal and written communication and presentation skills
Can work independently, while also functioning and contributing as part of a team
Ability to learn new technology
Working knowledge of Salesforce required, experience with Articulate 360 a plus
Positive, empathetic, driven, collaborative, flexible, and confident
About Articulate
Articulate is a highly successful, fully remote software company that’s changing the way the world learns. Our award-winning e-learning tools are used by 78,000+ organizations across the globe to create engaging online and mobile courses. Our customers include 93 of the Fortune 100 and 19 of the top 20 U.S. universities. And our online community of 605,000+ members is the largest, fastest-growing community in the industry.
We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We’re all free to exercise our crafts the best way we know how to reach our goals as individuals and teams. Each and every one of us is focused on producing results that directly impact the company’s success. And we all strive to do what’s right by people, both internally and externally, instead of taking the shortest route to the highest profits.
We honor people’s humanity in all of our disparate experiences and social locations, accepting each person as an individual with a story worth listening to and honoring. We believe that honoring everyone’s humanity means being committed to equity and justice. We welcome different voices and viewpoints and do not discriminate on the basis of race, religion, color, national origin, ancestry, physical and/or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, and military or veteran status, or any other basis protected by law. We are an equal opportunity employer and invite applicants to voluntarily disclose their race and gender on our application form to help us create a diverse company. This voluntarily disclosed information will not be shared with any hiring manager and will be kept in confidence by the Articulate human resources department and executives who are not hiring for this position.
Learn more about our culture.
Jun 20, 2019
Full time
We’re looking for a proven customer success pro to drive our customer success strategy and lead our growing team.
In this role, you’ll help build, optimize, and scale our customer success program. You’ll develop a deep understanding of Articulate customers’ needs and how to tie those needs to the value of Articulate 360. And you’ll lead an experienced, driven team of customer success pros to help expand our footprint within existing accounts and secure renewals.
Core Responsibilities:
Lead the growth of our effective, high-performing customer success team to fulfill the mission of the team
Coach, mentor, and develop each team member to reach their full potential
Drive, refine, and optimize our customer success strategy
Develop a deep understanding of customer needs and be able to tie them to specific product features, benefits, and value propositions—and ensure your team knows how to communicate them effectively
Identify seat expansion and multiyear contract opportunities, develop effective outreach strategies, and ensure that the Customer Success Team converts those opportunities
Help define and drive the creation of all customer success plays with an eye towards scalable and effective tactics for different customer segments
Drive and optimize programs to grow and expand our VIP customer accounts in conjunction with other teams
Work with our reseller partners to reduce their churn and optimize their customer success programs using data analysis to determine the best recommendations
Own and analyze reporting on all Customer Success Team metrics, to include churn metric analysis, customer success task effectiveness, and measurement of VIP program
Make data-driven recommendations to optimize Customer Success Team operations and processes continuously
Meet key performance indicators around churn, customer satisfaction, seat addition, and renewal activities
Work cross-functionally to implement and modify programs and processes that increase customer happiness
Qualifications:
Successful track record of helping to build and optimize scalable customer success programs in a SaaS tech environment
5+ years of customer relationship management
2+ years managing customer-facing team
Proven ability to coach, mentor, and develop individual contributors
Proven experience developing customer success programs that are differentiated based on the size of the customer account
Previous revenue responsibility and proven data analysis skills
Leadership and management experience that helps you build effective, high-performing, and happy teams
Excellent customer service skills and a knack for developing strong customer relationships
Ability to build relationships and buy-in for your projects effectively across the organization
Naturally curious, with excellent critical-thinking skills
Resilient, adaptable, and thrives in a fast-paced environment
Excellent verbal and written communication and presentation skills
Can work independently, while also functioning and contributing as part of a team
Ability to learn new technology
Working knowledge of Salesforce required, experience with Articulate 360 a plus
Positive, empathetic, driven, collaborative, flexible, and confident
About Articulate
Articulate is a highly successful, fully remote software company that’s changing the way the world learns. Our award-winning e-learning tools are used by 78,000+ organizations across the globe to create engaging online and mobile courses. Our customers include 93 of the Fortune 100 and 19 of the top 20 U.S. universities. And our online community of 605,000+ members is the largest, fastest-growing community in the industry.
We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We’re all free to exercise our crafts the best way we know how to reach our goals as individuals and teams. Each and every one of us is focused on producing results that directly impact the company’s success. And we all strive to do what’s right by people, both internally and externally, instead of taking the shortest route to the highest profits.
We honor people’s humanity in all of our disparate experiences and social locations, accepting each person as an individual with a story worth listening to and honoring. We believe that honoring everyone’s humanity means being committed to equity and justice. We welcome different voices and viewpoints and do not discriminate on the basis of race, religion, color, national origin, ancestry, physical and/or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, and military or veteran status, or any other basis protected by law. We are an equal opportunity employer and invite applicants to voluntarily disclose their race and gender on our application form to help us create a diverse company. This voluntarily disclosed information will not be shared with any hiring manager and will be kept in confidence by the Articulate human resources department and executives who are not hiring for this position.
Learn more about our culture.
We’re looking for a proven customer success pro to drive our customer success strategy and lead our growing team.
In this role, you’ll help build, optimize, and scale our customer success program. You’ll develop a deep understanding of Articulate customers’ needs and how to tie those needs to the value of Articulate 360. And you’ll lead an experienced, driven team of customer success pros to help expand our footprint within existing accounts and secure renewals.
Core Responsibilities:
Lead the growth of our effective, high-performing customer success team to fulfill the mission of the team
Coach, mentor, and develop each team member to reach their full potential
Drive, refine, and optimize our customer success strategy
Develop a deep understanding of customer needs and be able to tie them to specific product features, benefits, and value propositions—and ensure your team knows how to communicate them effectively
Identify seat expansion and multiyear contract opportunities, develop effective outreach strategies, and ensure that the Customer Success Team converts those opportunities
Help define and drive the creation of all customer success plays with an eye towards scalable and effective tactics for different customer segments
Drive and optimize programs to grow and expand our VIP customer accounts in conjunction with other teams
Work with our reseller partners to reduce their churn and optimize their customer success programs using data analysis to determine the best recommendations
Own and analyze reporting on all Customer Success Team metrics, to include churn metric analysis, customer success task effectiveness, and measurement of VIP program
Make data-driven recommendations to optimize Customer Success Team operations and processes continuously
Meet key performance indicators around churn, customer satisfaction, seat addition, and renewal activities
Work cross-functionally to implement and modify programs and processes that increase customer happiness
Qualifications:
Successful track record of helping to build and optimize scalable customer success programs in a SaaS tech environment
5+ years of customer relationship management
2+ years managing customer-facing team
Proven ability to coach, mentor, and develop individual contributors
Proven experience developing customer success programs that are differentiated based on the size of the customer account
Previous revenue responsibility and proven data analysis skills
Leadership and management experience that helps you build effective, high-performing, and happy teams
Excellent customer service skills and a knack for developing strong customer relationships
Ability to build relationships and buy-in for your projects effectively across the organization
Naturally curious, with excellent critical-thinking skills
Resilient, adaptable, and thrives in a fast-paced environment
Excellent verbal and written communication and presentation skills
Can work independently, while also functioning and contributing as part of a team
Ability to learn new technology
Working knowledge of Salesforce required, experience with Articulate 360 a plus
Positive, empathetic, driven, collaborative, flexible, and confident
About Articulate
Articulate is a highly successful, fully remote software company that’s changing the way the world learns. Our award-winning e-learning tools are used by 78,000+ organizations across the globe to create engaging online and mobile courses. Our customers include 93 of the Fortune 100 and 19 of the top 20 U.S. universities. And our online community of 605,000+ members is the largest, fastest-growing community in the industry.
We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We’re all free to exercise our crafts the best way we know how to reach our goals as individuals and teams. Each and every one of us is focused on producing results that directly impact the company’s success. And we all strive to do what’s right by people, both internally and externally, instead of taking the shortest route to the highest profits.
We honor people’s humanity in all of our disparate experiences and social locations, accepting each person as an individual with a story worth listening to and honoring. We believe that honoring everyone’s humanity means being committed to equity and justice. We welcome different voices and viewpoints and do not discriminate on the basis of race, religion, color, national origin, ancestry, physical and/or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, and military or veteran status, or any other basis protected by law. We are an equal opportunity employer and invite applicants to voluntarily disclose their race and gender on our application form to help us create a diverse company. This voluntarily disclosed information will not be shared with any hiring manager and will be kept in confidence by the Articulate human resources department and executives who are not hiring for this position.
Learn more about our culture.
Jun 20, 2019
Full time
We’re looking for a proven customer success pro to drive our customer success strategy and lead our growing team.
In this role, you’ll help build, optimize, and scale our customer success program. You’ll develop a deep understanding of Articulate customers’ needs and how to tie those needs to the value of Articulate 360. And you’ll lead an experienced, driven team of customer success pros to help expand our footprint within existing accounts and secure renewals.
Core Responsibilities:
Lead the growth of our effective, high-performing customer success team to fulfill the mission of the team
Coach, mentor, and develop each team member to reach their full potential
Drive, refine, and optimize our customer success strategy
Develop a deep understanding of customer needs and be able to tie them to specific product features, benefits, and value propositions—and ensure your team knows how to communicate them effectively
Identify seat expansion and multiyear contract opportunities, develop effective outreach strategies, and ensure that the Customer Success Team converts those opportunities
Help define and drive the creation of all customer success plays with an eye towards scalable and effective tactics for different customer segments
Drive and optimize programs to grow and expand our VIP customer accounts in conjunction with other teams
Work with our reseller partners to reduce their churn and optimize their customer success programs using data analysis to determine the best recommendations
Own and analyze reporting on all Customer Success Team metrics, to include churn metric analysis, customer success task effectiveness, and measurement of VIP program
Make data-driven recommendations to optimize Customer Success Team operations and processes continuously
Meet key performance indicators around churn, customer satisfaction, seat addition, and renewal activities
Work cross-functionally to implement and modify programs and processes that increase customer happiness
Qualifications:
Successful track record of helping to build and optimize scalable customer success programs in a SaaS tech environment
5+ years of customer relationship management
2+ years managing customer-facing team
Proven ability to coach, mentor, and develop individual contributors
Proven experience developing customer success programs that are differentiated based on the size of the customer account
Previous revenue responsibility and proven data analysis skills
Leadership and management experience that helps you build effective, high-performing, and happy teams
Excellent customer service skills and a knack for developing strong customer relationships
Ability to build relationships and buy-in for your projects effectively across the organization
Naturally curious, with excellent critical-thinking skills
Resilient, adaptable, and thrives in a fast-paced environment
Excellent verbal and written communication and presentation skills
Can work independently, while also functioning and contributing as part of a team
Ability to learn new technology
Working knowledge of Salesforce required, experience with Articulate 360 a plus
Positive, empathetic, driven, collaborative, flexible, and confident
About Articulate
Articulate is a highly successful, fully remote software company that’s changing the way the world learns. Our award-winning e-learning tools are used by 78,000+ organizations across the globe to create engaging online and mobile courses. Our customers include 93 of the Fortune 100 and 19 of the top 20 U.S. universities. And our online community of 605,000+ members is the largest, fastest-growing community in the industry.
We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We’re all free to exercise our crafts the best way we know how to reach our goals as individuals and teams. Each and every one of us is focused on producing results that directly impact the company’s success. And we all strive to do what’s right by people, both internally and externally, instead of taking the shortest route to the highest profits.
We honor people’s humanity in all of our disparate experiences and social locations, accepting each person as an individual with a story worth listening to and honoring. We believe that honoring everyone’s humanity means being committed to equity and justice. We welcome different voices and viewpoints and do not discriminate on the basis of race, religion, color, national origin, ancestry, physical and/or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, and military or veteran status, or any other basis protected by law. We are an equal opportunity employer and invite applicants to voluntarily disclose their race and gender on our application form to help us create a diverse company. This voluntarily disclosed information will not be shared with any hiring manager and will be kept in confidence by the Articulate human resources department and executives who are not hiring for this position.
Learn more about our culture.
We’re looking for a proven customer success pro to drive our customer success strategy and lead our growing team.
In this role, you’ll help build, optimize, and scale our customer success program. You’ll develop a deep understanding of Articulate customers’ needs and how to tie those needs to the value of Articulate 360. And you’ll lead an experienced, driven team of customer success pros to help expand our footprint within existing accounts and secure renewals.
Core Responsibilities:
Lead the growth of our effective, high-performing customer success team to fulfill the mission of the team
Coach, mentor, and develop each team member to reach their full potential
Drive, refine, and optimize our customer success strategy
Develop a deep understanding of customer needs and be able to tie them to specific product features, benefits, and value propositions—and ensure your team knows how to communicate them effectively
Identify seat expansion and multiyear contract opportunities, develop effective outreach strategies, and ensure that the Customer Success Team converts those opportunities
Help define and drive the creation of all customer success plays with an eye towards scalable and effective tactics for different customer segments
Drive and optimize programs to grow and expand our VIP customer accounts in conjunction with other teams
Work with our reseller partners to reduce their churn and optimize their customer success programs using data analysis to determine the best recommendations
Own and analyze reporting on all Customer Success Team metrics, to include churn metric analysis, customer success task effectiveness, and measurement of VIP program
Make data-driven recommendations to optimize Customer Success Team operations and processes continuously
Meet key performance indicators around churn, customer satisfaction, seat addition, and renewal activities
Work cross-functionally to implement and modify programs and processes that increase customer happiness
Qualifications:
Successful track record of helping to build and optimize scalable customer success programs in a SaaS tech environment
5+ years of customer relationship management
2+ years managing customer-facing team
Proven ability to coach, mentor, and develop individual contributors
Proven experience developing customer success programs that are differentiated based on the size of the customer account
Previous revenue responsibility and proven data analysis skills
Leadership and management experience that helps you build effective, high-performing, and happy teams
Excellent customer service skills and a knack for developing strong customer relationships
Ability to build relationships and buy-in for your projects effectively across the organization
Naturally curious, with excellent critical-thinking skills
Resilient, adaptable, and thrives in a fast-paced environment
Excellent verbal and written communication and presentation skills
Can work independently, while also functioning and contributing as part of a team
Ability to learn new technology
Working knowledge of Salesforce required, experience with Articulate 360 a plus
Positive, empathetic, driven, collaborative, flexible, and confident
About Articulate
Articulate is a highly successful, fully remote software company that’s changing the way the world learns. Our award-winning e-learning tools are used by 78,000+ organizations across the globe to create engaging online and mobile courses. Our customers include 93 of the Fortune 100 and 19 of the top 20 U.S. universities. And our online community of 605,000+ members is the largest, fastest-growing community in the industry.
We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We’re all free to exercise our crafts the best way we know how to reach our goals as individuals and teams. Each and every one of us is focused on producing results that directly impact the company’s success. And we all strive to do what’s right by people, both internally and externally, instead of taking the shortest route to the highest profits.
We honor people’s humanity in all of our disparate experiences and social locations, accepting each person as an individual with a story worth listening to and honoring. We believe that honoring everyone’s humanity means being committed to equity and justice. We welcome different voices and viewpoints and do not discriminate on the basis of race, religion, color, national origin, ancestry, physical and/or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, and military or veteran status, or any other basis protected by law. We are an equal opportunity employer and invite applicants to voluntarily disclose their race and gender on our application form to help us create a diverse company. This voluntarily disclosed information will not be shared with any hiring manager and will be kept in confidence by the Articulate human resources department and executives who are not hiring for this position.
Learn more about our culture.
Jun 20, 2019
Full time
We’re looking for a proven customer success pro to drive our customer success strategy and lead our growing team.
In this role, you’ll help build, optimize, and scale our customer success program. You’ll develop a deep understanding of Articulate customers’ needs and how to tie those needs to the value of Articulate 360. And you’ll lead an experienced, driven team of customer success pros to help expand our footprint within existing accounts and secure renewals.
Core Responsibilities:
Lead the growth of our effective, high-performing customer success team to fulfill the mission of the team
Coach, mentor, and develop each team member to reach their full potential
Drive, refine, and optimize our customer success strategy
Develop a deep understanding of customer needs and be able to tie them to specific product features, benefits, and value propositions—and ensure your team knows how to communicate them effectively
Identify seat expansion and multiyear contract opportunities, develop effective outreach strategies, and ensure that the Customer Success Team converts those opportunities
Help define and drive the creation of all customer success plays with an eye towards scalable and effective tactics for different customer segments
Drive and optimize programs to grow and expand our VIP customer accounts in conjunction with other teams
Work with our reseller partners to reduce their churn and optimize their customer success programs using data analysis to determine the best recommendations
Own and analyze reporting on all Customer Success Team metrics, to include churn metric analysis, customer success task effectiveness, and measurement of VIP program
Make data-driven recommendations to optimize Customer Success Team operations and processes continuously
Meet key performance indicators around churn, customer satisfaction, seat addition, and renewal activities
Work cross-functionally to implement and modify programs and processes that increase customer happiness
Qualifications:
Successful track record of helping to build and optimize scalable customer success programs in a SaaS tech environment
5+ years of customer relationship management
2+ years managing customer-facing team
Proven ability to coach, mentor, and develop individual contributors
Proven experience developing customer success programs that are differentiated based on the size of the customer account
Previous revenue responsibility and proven data analysis skills
Leadership and management experience that helps you build effective, high-performing, and happy teams
Excellent customer service skills and a knack for developing strong customer relationships
Ability to build relationships and buy-in for your projects effectively across the organization
Naturally curious, with excellent critical-thinking skills
Resilient, adaptable, and thrives in a fast-paced environment
Excellent verbal and written communication and presentation skills
Can work independently, while also functioning and contributing as part of a team
Ability to learn new technology
Working knowledge of Salesforce required, experience with Articulate 360 a plus
Positive, empathetic, driven, collaborative, flexible, and confident
About Articulate
Articulate is a highly successful, fully remote software company that’s changing the way the world learns. Our award-winning e-learning tools are used by 78,000+ organizations across the globe to create engaging online and mobile courses. Our customers include 93 of the Fortune 100 and 19 of the top 20 U.S. universities. And our online community of 605,000+ members is the largest, fastest-growing community in the industry.
We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We’re all free to exercise our crafts the best way we know how to reach our goals as individuals and teams. Each and every one of us is focused on producing results that directly impact the company’s success. And we all strive to do what’s right by people, both internally and externally, instead of taking the shortest route to the highest profits.
We honor people’s humanity in all of our disparate experiences and social locations, accepting each person as an individual with a story worth listening to and honoring. We believe that honoring everyone’s humanity means being committed to equity and justice. We welcome different voices and viewpoints and do not discriminate on the basis of race, religion, color, national origin, ancestry, physical and/or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, and military or veteran status, or any other basis protected by law. We are an equal opportunity employer and invite applicants to voluntarily disclose their race and gender on our application form to help us create a diverse company. This voluntarily disclosed information will not be shared with any hiring manager and will be kept in confidence by the Articulate human resources department and executives who are not hiring for this position.
Learn more about our culture.
The context
Agorapulse is a self-service social media management tool. The two founders are French and the headquarter is based in Paris. Out of the 55 team members, 22 are based in Paris. All other team members are working remotely all across the world. The second biggest country is the US where we have 14 team members.
Since our inception, in late 2011, we’ve always invested heavily on customer support. Our average response time in support is 20 minutes and we provide support 24/7. But support is a “reactive” communication and we’ve decided to invest in a more “pro-active” approach with our high-value customers (199$/month and above).
We’ve started to assemble a small customer success team made of team members who have had significant customer support experience. We’ve also started to work on the framework and processes for that new function in the company.
We’re now looking for someone to lead our customer success efforts.
We want that person to be in Paris because, despite most our clients being outside of France, the product team and our head of customer support is in Paris. Being close to them makes a big difference.
Location
The position is based in Paris.
Languages
The Head of customer success must have impeccable mastering of the French and English languages. Another European language is a plus.
Management
The Head of customer success will manage a team. As of today, the team is made of 2 full-time team members and 2 part-time team members (they also do sales/support in their region). In the next 12 month, the number of full-time team members will grow to at least 4 full-time team members.
Positioning within the company’s organization
the Head of customer success will initially report directly to the CEO. That may change in the future as we have a hard limit at 6 direct reports and have to adapt as we grow.
She/he will closely collaborate with key stakeholders across the company including:
Our head of on-boarding, based in the US. He’s been conducting a lot of customer interviews and is passionate about better understanding our customers. He’ll be a resource and side-kick for customer success.
Our Sales Director, based in Ireland and responsible for training all our sales team members. Sales and customer success needs to work hand in hand to ensure new clients are taken care of by the CS team.
Customer Support. The customer support team is a key component of our success. The head of customer success will need to have great knowledge of our Support processes and standards. Customer success being sometimes the pro-active version of customer support, interactions and collaboration between the two teams will be crucial.
Product. Our product and engineering team is based in Paris. The product team is eager to learn from customer support and customer success to make sure that the product roadmap is aligned with our customers’ needs.
Training
In order to thrive in customer success, the head of customer success will need to get in-depth knowledge of our product, its API ecosystem, the various support tools we use, our competitive landscape and our clients. This requires extensive training we expect will last from 4 to 6 months. This training will be done mostly by doing customer support and participating in Sales demos. Obviously, there will also be customer success tasks and collaboration with the existing customer success team members, but the training will be the priority in the beginning.
Big goal
The ultimate goal of The head of customer success is to decrease net MRR churn and collect feedback from our customers to help us build a product that will be better aligned with our users’ needs.
Success will be measured by the evolution of net MRR churn over time as well as the quantity / quality of the insights gathered that will help us build a better product.
The day to day job
Ensuring the growth of our European markets will require alignment between the following functions:
Customer on-boarding. One of the key goal of customer success is to ensure our new customers realize as much value as possible from using our tool. During the first 3 months following their subscription, we’re staying close to them using phone and email touch points to uncover any potential issues and get them resolved and to offer training when appropriate.
Assisting customer in bad health. We’ve put a system in place to score our customers’ health and identify those who are not using our product to a healthy level. We’re reaching out to these customers to ensure they’re not encountering issues and understand why their product usage is low. Based on what we learn, we take the necessary actions with them.
Customer discovery / interviews. One of the priority of customer success is to gather insights from our customers to nurture and prioritize our product roadmap. Each touch point is an opportunity to gather feedback and capture in a way that can help our product and marketing teams. We also propose each customer to participate in longer form interviews in exchange for Amazon gift cards. This part of the customer success job is crucial to build a better product (and business) in the future.
Gathering insights from churned customers. We’ve built a system to track cancel reasons. Despite being mostly automated, in many instances, we’re still reaching out to churned customers to better understand the “real” reason. Understanding why customers churn is also crucial to help reduce churn in the future.
Promoting new features/modules/add-ons to existing customers. One of our goals moving forward is to increase our ARPA. To get there, we’re going to develop new product add-ons and modules as well as new features that will be only available to certain plans. The customer success team will be in charge of presenting these features/add-ons/modules to existing clients and see if they could be of value to them.
REQUIREMENTS
IDEAL CANDIDATE
At least 4 to 6 years experience in customer success at a self service BtoB Saas business
Past experience in customer support is a big plus
Strong ability to write and speak English & French
Obsessed by customer service
Strong communication skills
Problem solver
Strong organizational skills
Goal- and results-driven
Experience in the social media industry a big plus
Strong team player but still a self-starter
Thrives in a multitasking environment and can adjust priorities on the fly
Able to work in a high energy, hyper-growth, startup environment
Driven from within: No one needs to push you to excel -- it’s just who you are
Eager to learn, adapt and perfect your work; you seek out help and put it to good use
Jun 19, 2019
Full time
The context
Agorapulse is a self-service social media management tool. The two founders are French and the headquarter is based in Paris. Out of the 55 team members, 22 are based in Paris. All other team members are working remotely all across the world. The second biggest country is the US where we have 14 team members.
Since our inception, in late 2011, we’ve always invested heavily on customer support. Our average response time in support is 20 minutes and we provide support 24/7. But support is a “reactive” communication and we’ve decided to invest in a more “pro-active” approach with our high-value customers (199$/month and above).
We’ve started to assemble a small customer success team made of team members who have had significant customer support experience. We’ve also started to work on the framework and processes for that new function in the company.
We’re now looking for someone to lead our customer success efforts.
We want that person to be in Paris because, despite most our clients being outside of France, the product team and our head of customer support is in Paris. Being close to them makes a big difference.
Location
The position is based in Paris.
Languages
The Head of customer success must have impeccable mastering of the French and English languages. Another European language is a plus.
Management
The Head of customer success will manage a team. As of today, the team is made of 2 full-time team members and 2 part-time team members (they also do sales/support in their region). In the next 12 month, the number of full-time team members will grow to at least 4 full-time team members.
Positioning within the company’s organization
the Head of customer success will initially report directly to the CEO. That may change in the future as we have a hard limit at 6 direct reports and have to adapt as we grow.
She/he will closely collaborate with key stakeholders across the company including:
Our head of on-boarding, based in the US. He’s been conducting a lot of customer interviews and is passionate about better understanding our customers. He’ll be a resource and side-kick for customer success.
Our Sales Director, based in Ireland and responsible for training all our sales team members. Sales and customer success needs to work hand in hand to ensure new clients are taken care of by the CS team.
Customer Support. The customer support team is a key component of our success. The head of customer success will need to have great knowledge of our Support processes and standards. Customer success being sometimes the pro-active version of customer support, interactions and collaboration between the two teams will be crucial.
Product. Our product and engineering team is based in Paris. The product team is eager to learn from customer support and customer success to make sure that the product roadmap is aligned with our customers’ needs.
Training
In order to thrive in customer success, the head of customer success will need to get in-depth knowledge of our product, its API ecosystem, the various support tools we use, our competitive landscape and our clients. This requires extensive training we expect will last from 4 to 6 months. This training will be done mostly by doing customer support and participating in Sales demos. Obviously, there will also be customer success tasks and collaboration with the existing customer success team members, but the training will be the priority in the beginning.
Big goal
The ultimate goal of The head of customer success is to decrease net MRR churn and collect feedback from our customers to help us build a product that will be better aligned with our users’ needs.
Success will be measured by the evolution of net MRR churn over time as well as the quantity / quality of the insights gathered that will help us build a better product.
The day to day job
Ensuring the growth of our European markets will require alignment between the following functions:
Customer on-boarding. One of the key goal of customer success is to ensure our new customers realize as much value as possible from using our tool. During the first 3 months following their subscription, we’re staying close to them using phone and email touch points to uncover any potential issues and get them resolved and to offer training when appropriate.
Assisting customer in bad health. We’ve put a system in place to score our customers’ health and identify those who are not using our product to a healthy level. We’re reaching out to these customers to ensure they’re not encountering issues and understand why their product usage is low. Based on what we learn, we take the necessary actions with them.
Customer discovery / interviews. One of the priority of customer success is to gather insights from our customers to nurture and prioritize our product roadmap. Each touch point is an opportunity to gather feedback and capture in a way that can help our product and marketing teams. We also propose each customer to participate in longer form interviews in exchange for Amazon gift cards. This part of the customer success job is crucial to build a better product (and business) in the future.
Gathering insights from churned customers. We’ve built a system to track cancel reasons. Despite being mostly automated, in many instances, we’re still reaching out to churned customers to better understand the “real” reason. Understanding why customers churn is also crucial to help reduce churn in the future.
Promoting new features/modules/add-ons to existing customers. One of our goals moving forward is to increase our ARPA. To get there, we’re going to develop new product add-ons and modules as well as new features that will be only available to certain plans. The customer success team will be in charge of presenting these features/add-ons/modules to existing clients and see if they could be of value to them.
REQUIREMENTS
IDEAL CANDIDATE
At least 4 to 6 years experience in customer success at a self service BtoB Saas business
Past experience in customer support is a big plus
Strong ability to write and speak English & French
Obsessed by customer service
Strong communication skills
Problem solver
Strong organizational skills
Goal- and results-driven
Experience in the social media industry a big plus
Strong team player but still a self-starter
Thrives in a multitasking environment and can adjust priorities on the fly
Able to work in a high energy, hyper-growth, startup environment
Driven from within: No one needs to push you to excel -- it’s just who you are
Eager to learn, adapt and perfect your work; you seek out help and put it to good use
SUPERHUMAN 👉 Superhuman is:
- The fastest email experience in the world - The most wanted product on Product Hunt, with 200K+ people on our waitlist - Loved and adored: see what our customers say (superhuman.com/love)
Our users get through their inbox twice as fast; many see inbox zero for the first time in years.
Come shape the future of email, communication, and productivity!
BUILD LOVE 💜 At Superhuman, we deeply understand how to build products that people love. We incorporate fun and play; we infuse magic and joy; we make experiences that amaze and delight.
We care deeply about creating delight for our customers — and we hope you do too!
CREATE MASSIVE IMPACT 🚀 We're not solving a small problem, and we're not addressing a small market. We're going after email; the one activity that consumes more of our work day than any other.
Our ambition doesn't stop there. Next: calendars, notes, contacts, tasks. We are building the productivity platform of the future.
At Superhuman, you will have massive impact: on our growth team, you will personally scale how we reinvent productivity.
DO THE BEST WORK OF YOUR LIFE 🌟 As an early growth hire, you will join as a crucial member of our growing team.
We made products at Apple, Google, LinkedIn, Zynga, Flipboard, and Facebook. We founded Rapportive (acquired by LinkedIn), LiveRamp (acquired for $310M), and built pry (used by 25% of Ruby developers). Our investors include Andreessen Horowitz, First Round Capital, Sam Altman, and the founders of Gmail, Stripe, AngelList, Intercom.
This time, we're swinging for beyond the fences. We are building a household brand and a worldwide organization. We are here to do the best work of our lives, and we hope you are too.
ROLE 👩🏽💻👨💻 - Become a leading expert on email and productivity - Perform 1:1 VIP onboardings with our customers - Upgrade our customers’ workflows; help them love the brand - Build longer term customer relationships to foster brand loyalty - Experiment with new onboarding flows to accelerate growth - Identify and report issues with the first time user experience - Provide design and product input to the first time user experience - Scale sales to many thousands of paying customers - Inform and influence our overall growth strategy
SOUND LIKE YOU? 🙌 - Experience: 2+ years experience in a high-velocity customer-facing role, for example onboarding, implementation, sales, or customer success. You have deep interest in productivity software. - Communication: You can clearly explain complex topics in person and in writing. - Empathy: You understand how your customers succeed. You step into their shoes and show you care. - Curiosity: You understand customers with effective questioning and listening. You are genuinely interested in their goals and aspirations. - Teacher: You love sharing insight and knowledge. You are patient and thoughtful when you educate. - Goal Oriented: You are excited for new challenges. You work hard to achieve ambitious goals. - Growth: You are very receptive to feedback, and use it to improve rapidly. - Problem Solver: You are adept at spotting issues, and quickly suggest elegant solutions. - Diligence: You are thorough, meticulous, and have astonishing attention to detail. - Delight: You constantly think about making customers happy. You will brighten any customer's day!
Location: San Francisco Bay Area
GROWTH OPPORTUNITIES 📈 - Become the foundation of a world-class growth team at a rapidly scaling startup - Become expert at listening to customers, and selling a solution, product, and vision - Network with high-profile VIP customers who lead their businesses and industries - Learn how to build unparalleled company culture that sustainably attracts the best talent - Grow into field sales, enterprise sales, account management, or customer success management
COMPENSATION AND BENEFITS 🎁 - Compensation will include a base and monthly bonuses - Flexible vacation - Catered lunch (5x per week) - $3k desk set up of your choice - Full medical, dental, and vision insurance - Paid parental leave - 401K
At Superhuman, we value diversity. We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Jun 19, 2019
Full time
SUPERHUMAN 👉 Superhuman is:
- The fastest email experience in the world - The most wanted product on Product Hunt, with 200K+ people on our waitlist - Loved and adored: see what our customers say (superhuman.com/love)
Our users get through their inbox twice as fast; many see inbox zero for the first time in years.
Come shape the future of email, communication, and productivity!
BUILD LOVE 💜 At Superhuman, we deeply understand how to build products that people love. We incorporate fun and play; we infuse magic and joy; we make experiences that amaze and delight.
We care deeply about creating delight for our customers — and we hope you do too!
CREATE MASSIVE IMPACT 🚀 We're not solving a small problem, and we're not addressing a small market. We're going after email; the one activity that consumes more of our work day than any other.
Our ambition doesn't stop there. Next: calendars, notes, contacts, tasks. We are building the productivity platform of the future.
At Superhuman, you will have massive impact: on our growth team, you will personally scale how we reinvent productivity.
DO THE BEST WORK OF YOUR LIFE 🌟 As an early growth hire, you will join as a crucial member of our growing team.
We made products at Apple, Google, LinkedIn, Zynga, Flipboard, and Facebook. We founded Rapportive (acquired by LinkedIn), LiveRamp (acquired for $310M), and built pry (used by 25% of Ruby developers). Our investors include Andreessen Horowitz, First Round Capital, Sam Altman, and the founders of Gmail, Stripe, AngelList, Intercom.
This time, we're swinging for beyond the fences. We are building a household brand and a worldwide organization. We are here to do the best work of our lives, and we hope you are too.
ROLE 👩🏽💻👨💻 - Become a leading expert on email and productivity - Perform 1:1 VIP onboardings with our customers - Upgrade our customers’ workflows; help them love the brand - Build longer term customer relationships to foster brand loyalty - Experiment with new onboarding flows to accelerate growth - Identify and report issues with the first time user experience - Provide design and product input to the first time user experience - Scale sales to many thousands of paying customers - Inform and influence our overall growth strategy
SOUND LIKE YOU? 🙌 - Experience: 2+ years experience in a high-velocity customer-facing role, for example onboarding, implementation, sales, or customer success. You have deep interest in productivity software. - Communication: You can clearly explain complex topics in person and in writing. - Empathy: You understand how your customers succeed. You step into their shoes and show you care. - Curiosity: You understand customers with effective questioning and listening. You are genuinely interested in their goals and aspirations. - Teacher: You love sharing insight and knowledge. You are patient and thoughtful when you educate. - Goal Oriented: You are excited for new challenges. You work hard to achieve ambitious goals. - Growth: You are very receptive to feedback, and use it to improve rapidly. - Problem Solver: You are adept at spotting issues, and quickly suggest elegant solutions. - Diligence: You are thorough, meticulous, and have astonishing attention to detail. - Delight: You constantly think about making customers happy. You will brighten any customer's day!
Location: San Francisco Bay Area
GROWTH OPPORTUNITIES 📈 - Become the foundation of a world-class growth team at a rapidly scaling startup - Become expert at listening to customers, and selling a solution, product, and vision - Network with high-profile VIP customers who lead their businesses and industries - Learn how to build unparalleled company culture that sustainably attracts the best talent - Grow into field sales, enterprise sales, account management, or customer success management
COMPENSATION AND BENEFITS 🎁 - Compensation will include a base and monthly bonuses - Flexible vacation - Catered lunch (5x per week) - $3k desk set up of your choice - Full medical, dental, and vision insurance - Paid parental leave - 401K
At Superhuman, we value diversity. We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Who are we looking for?
You are excited about our Mission!
You are a patient and empathetic person who is passionate about people and engaging customers and are motivated by helping others
You have 6+ years experience in customer success and looking to make more impact in your role and ready to take that next step of executing AND strategising
You are dedicated to (and have a track record of) using metrics and achieving targets and KPIs
You are articulate and concise and in both your verbal and written communication
You’re an outgoing self-starter who embraces autonomy, shows initiative and embraces challenges – learning from mistakes, constantly improving yourself and current processes
You love solving problems and go the extra mile to make sure a customer has an unforgettable experience
You are hungry to grow personally and professionally, with a vision of taking our startup to the next level.
What you’ll be doing:
Drive a community that enables us to increase the lifetime value of our heroes and members.
Provide effective and efficient first call resolution to a variety of stakeholders over the phone, email or via online chat (must be comfortable with between 50-60 tickets or calls per day). Managing escalations and seeking to resolve them to the satisfaction of the customer
Become an advocate for our customer - building relationships and supporting them – identifying issues so we can cater better to their needs
Keep existing users engaged, re-engage inactive users, and convert detractors to promoters.
Support users on enhancing their experience and adding delight.
Collect user feedback and data, review user experience and provide data driven & qualitative insights and improvements for our systems, processes and procedures
Create processes and protocols to embed the best experience possible, as well as taking into account scaleable solutions including creating FAQs and automatic emails
What makes this a great role
Own the customer experience of a huge community. You will be building the future customer experience of this company.
Contribute to product development.
First-hand experience of a startup environment that is highly agile and responsive
Join a passionate, fast growing and dynamic team
Benefits
Sit down/stand up desks!
Your voice matters. Have an impact on a business that is changing the world for the better!
We have a brand new office just 5 minutes away from Central train station which overlooks Prince Alfred Park. If you’re interested, feel free to join us for a game of tennis or a lunchtime swim!
Free team lunches on Tuesdays and Friday drinks trolley!
We are a customer focused company, we only implement features we know our customers will love, based on feedback.
You will get first-hand experience of a high growth startup environment that is highly agile and responsive.
In-house Ping Pong, soccer and tennis Tournaments!
Apply Here: https://www.surveymonkey.com/r/M5DS7CS
Jul 19, 2019
Full time
Who are we looking for?
You are excited about our Mission!
You are a patient and empathetic person who is passionate about people and engaging customers and are motivated by helping others
You have 6+ years experience in customer success and looking to make more impact in your role and ready to take that next step of executing AND strategising
You are dedicated to (and have a track record of) using metrics and achieving targets and KPIs
You are articulate and concise and in both your verbal and written communication
You’re an outgoing self-starter who embraces autonomy, shows initiative and embraces challenges – learning from mistakes, constantly improving yourself and current processes
You love solving problems and go the extra mile to make sure a customer has an unforgettable experience
You are hungry to grow personally and professionally, with a vision of taking our startup to the next level.
What you’ll be doing:
Drive a community that enables us to increase the lifetime value of our heroes and members.
Provide effective and efficient first call resolution to a variety of stakeholders over the phone, email or via online chat (must be comfortable with between 50-60 tickets or calls per day). Managing escalations and seeking to resolve them to the satisfaction of the customer
Become an advocate for our customer - building relationships and supporting them – identifying issues so we can cater better to their needs
Keep existing users engaged, re-engage inactive users, and convert detractors to promoters.
Support users on enhancing their experience and adding delight.
Collect user feedback and data, review user experience and provide data driven & qualitative insights and improvements for our systems, processes and procedures
Create processes and protocols to embed the best experience possible, as well as taking into account scaleable solutions including creating FAQs and automatic emails
What makes this a great role
Own the customer experience of a huge community. You will be building the future customer experience of this company.
Contribute to product development.
First-hand experience of a startup environment that is highly agile and responsive
Join a passionate, fast growing and dynamic team
Benefits
Sit down/stand up desks!
Your voice matters. Have an impact on a business that is changing the world for the better!
We have a brand new office just 5 minutes away from Central train station which overlooks Prince Alfred Park. If you’re interested, feel free to join us for a game of tennis or a lunchtime swim!
Free team lunches on Tuesdays and Friday drinks trolley!
We are a customer focused company, we only implement features we know our customers will love, based on feedback.
You will get first-hand experience of a high growth startup environment that is highly agile and responsive.
In-house Ping Pong, soccer and tennis Tournaments!
Apply Here: https://www.surveymonkey.com/r/M5DS7CS
About The Concinnity Company:
Based in Nashville, The Concinnity Company is a fast-moving SaaS company which provides corporate leaders with smart technology and real-time intelligence that elevates performance, drives agility, and gives them the freedom to think. We're growing and looking for an additional team member who shares our passion for bringing technology to the leaders who have the most potential to change the world for the better.
Who We're Looking For:
We're looking for a Customer Success & Implementation Specialist to manage the implementation process for an assigned client list, working directly with customers to identify, prioritize and manage strategic needs for successful customer on-boarding, adoption, engagement, and an effective product launch. We’re looking for a motivated team member who is a professional and genuine communicator, has technical aptitude, and the flexibility to help with a variety of projects in a dynamic start-up environment where change is the only constant. If you have a passion for delighting customers and enjoy collaborating on new ideas with industry leaders, this is the role for you!
Here's what you'll be doing:
Develop an extensive working knowledge of the Cloud Concinnity® platform
Guide customers through a successful on-boarding process, ensuring desired client outcomes are met
Ensure implementation milestones are met on time
Engage customers through regular strategic touch-points to drive product adoption
Help train new customers on how to effectively use key product features
Help improve and scale implementation processes
Support sales team in product demos and hand-off of new clients
Provide exemplary support and service to all customers
Collaborate with engineering team to plan, track and resolve any development requirements for your assigned customers
Contribute to other Customer Success projects and initiatives as assigned
Here's what you'll need to know/have:
Required
Can deliver product training sessions in person and via web conference
Can effectively manage projects and create organized plans that ensure customer success post on-boarding
Can master new technology quickly, and effectively communicate technical information in non-technical terms
Can build effective customer relationships and establish a customer feedback loop
Can work cross-collaboratively and communicate effectively with different personalities and job functions
Can manage simultaneous software implementations for multiple client
1-2 years of experience in Software Implementation, Account Management, Sales, Customer Service or other customer-facing roles
A bachelor's degree or associate's degree with equivalent experience
Nice to have
Experience in SaaS
Experience in regulatory compliance or board support
Experience working with C-level executives
Benefits & Perks
At The Concinnity Company, we challenge ourselves, support each other’s professional growth, and have fun along the way. These are the values that guide us every day: Lean In, Improve Continually, Take Responsibility, Engage Authentically, and Show Gratitude. Our employees work startup hours in a cool office with great drinks and snacks! We offer competitive compensation and a generous benefits package.
Jul 12, 2019
Full time
About The Concinnity Company:
Based in Nashville, The Concinnity Company is a fast-moving SaaS company which provides corporate leaders with smart technology and real-time intelligence that elevates performance, drives agility, and gives them the freedom to think. We're growing and looking for an additional team member who shares our passion for bringing technology to the leaders who have the most potential to change the world for the better.
Who We're Looking For:
We're looking for a Customer Success & Implementation Specialist to manage the implementation process for an assigned client list, working directly with customers to identify, prioritize and manage strategic needs for successful customer on-boarding, adoption, engagement, and an effective product launch. We’re looking for a motivated team member who is a professional and genuine communicator, has technical aptitude, and the flexibility to help with a variety of projects in a dynamic start-up environment where change is the only constant. If you have a passion for delighting customers and enjoy collaborating on new ideas with industry leaders, this is the role for you!
Here's what you'll be doing:
Develop an extensive working knowledge of the Cloud Concinnity® platform
Guide customers through a successful on-boarding process, ensuring desired client outcomes are met
Ensure implementation milestones are met on time
Engage customers through regular strategic touch-points to drive product adoption
Help train new customers on how to effectively use key product features
Help improve and scale implementation processes
Support sales team in product demos and hand-off of new clients
Provide exemplary support and service to all customers
Collaborate with engineering team to plan, track and resolve any development requirements for your assigned customers
Contribute to other Customer Success projects and initiatives as assigned
Here's what you'll need to know/have:
Required
Can deliver product training sessions in person and via web conference
Can effectively manage projects and create organized plans that ensure customer success post on-boarding
Can master new technology quickly, and effectively communicate technical information in non-technical terms
Can build effective customer relationships and establish a customer feedback loop
Can work cross-collaboratively and communicate effectively with different personalities and job functions
Can manage simultaneous software implementations for multiple client
1-2 years of experience in Software Implementation, Account Management, Sales, Customer Service or other customer-facing roles
A bachelor's degree or associate's degree with equivalent experience
Nice to have
Experience in SaaS
Experience in regulatory compliance or board support
Experience working with C-level executives
Benefits & Perks
At The Concinnity Company, we challenge ourselves, support each other’s professional growth, and have fun along the way. These are the values that guide us every day: Lean In, Improve Continually, Take Responsibility, Engage Authentically, and Show Gratitude. Our employees work startup hours in a cool office with great drinks and snacks! We offer competitive compensation and a generous benefits package.
