Customer Success Manager

Zoomforth


2 weeks ago

08/06/2019 10:21:23

Job type: Full-time

Salary: $50-60k

Category: Customer Support


Zoomforth helps customers design and build beautiful no-code websites. Our software makes the complex simple and the boring beautiful. It's like Squarespace, but for professional communications.

As a CSM here, you'll be responsible for both customer retention and business expansion. You'll achieve that by providing best-in-class support to our Fortune1000 customers to ensure they achieve their objectives in using our software. This is a role that requires exceptional presentation, networking and relationship-building skills, combined with a genuine passion for technology.

Join a profitable growth-stage startup and work from anywhere you like. You’ll be joining an amazing team to support some of the most respected startups, agencies, and businesses in the world.

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  • The role 

    Our user base is growing rapidly and we need someone to help us consolidate our understanding of customer needs. You will be involved in customer-facing operations providing support to our users, as well as be active in other parts of the business, working closely with the product and marketing teams. Communication with our users and the feedback we get are among the most important things within the business as it informs our decision-making a lot.

    You will also work on gathering & curating insights from different channels, ranging from our own database to our support platform. Your goal will be to make sense of substantial volumes of insight to help us make educated business choices.

    The job 

    • Offer support to Maze users on different channels, such as website, mail, call, etc. 

    • Build customer funnels with the product team to reactivate users and introduce Maze features to them 

    • Gather data by contacting users & listing business / product feedback 

    • Create business analysis reports by crunching collected data 

    • Follow-up with enterprise customers who send requests for product demos 

    • Maintain and update our help desk based on user feedback and questions

    Requirements: 

    • Analytical mind 

    • Previous experience working with a SaaS company 

    • You can work as part of a team (a remote team so the ability to communicate is even more essential), but also show initiative and take responsibility for your tasks 

    • Strong writing skills, you can write clearly and accurately, with perfect grammar and spelling 

    • Native-level English speaker

    Bonus points: 

    • Customer support experience 

    • Interest in design & UX 

    • A good dose of ambition, as well as a great sense of humour;

    How to Apply 

    We receive a lot of applications so try to submit something that will grab our attention! It’s important for us to see your understanding of our product so make sure that: 

    1) you've done some research on Maze and signed up to try the product; 

    2) you include a well-structured and concise message with your application explaining why you find Maze interesting and why you'd be a good fit. Show off a little :).

  • We’re a startup based out of Waterloo, Canada building a smart, curious, and driven team that’s passionate about making software that helps sales reps sell better.

    Prospect is a lead generation platform that intelligently sources contact data right inside of your web browser in real-time. The best sales teams from the top tech companies in the world use Prospect to crush their sales targets.

    ABOUT THE ROLE

    We’re looking to bring on our first dedicated Customer Success Manager. You will be working very closely with our CEO and customer support to increase our customer happiness.

    There is a lot that comes with the role and someone who is really good at juggling multiple things, building genuine relationships, and is a quick learner will thrive.

    If you’re looking for challenges to grow or you have entrepreneurial dreams, this is an excellent role for you to get exposure to working with decision makers in the C-suite, VPs, and Directors.

    Here is what a typical month will look like for you:

    • Meet with sales managers to renew their existing contracts

    • Figure out creative ways to expand usage into a customer’s organization

    • Monitor at-risk accounts and proactively work with them to prevent churn

    • Put in-place systems to reactivate inactive customers

    • Do regular check-ins with our top customers

    • Make personalized success plans and strategies every quarter for each customer

    • Work with Engineering to roll out a new feature and gather feedback

    • Onboard users in new and existing accounts

    • Jump in and help out with support tickets in your down time or for urgent matters

    • We want you to regularly take on new challenges so you can grow and take ownership in as many parts of the business as possible.

    REQUIREMENTS

    ABOUT YOU

    • This role comes with a lot of autonomy. You will perform best in this role if you have a year or more of doing something similar. Prior experience at a SaaS company really helps as well.

    • You’ll need to be someone who is on top of things weeks and months in advance to excel at this role. You must also be natural at hitting it off with people, so we can build lasting relationships that extend beyond quarterly and annual reviews.

    • You will constantly be in new situations that none of us have seen before. You will succeed by quickly adapting and by being a self-learner. You must have past experience that shows you are a quick learner and can solve challenges creatively.

    • We heavily use Salesforce, Mixpanel and SQL. Any experience with these technologies or similar technologies is great.

    BENEFITS

    ABOUT US

    • We started in 2014 with three founders. We are currently a hybrid-remote team of 12 people that is spread over 6 different cities worldwide.

    • We’re fully independent and bootstrapped with $0 raised from VCs or investors. We did this so we can focus on the two things that matter the most: our customers and our team.

    • We don’t work weekends or crazy hours and don’t expect you to do so either. We work calmly and focus on quality instead of being in an endless pursuit of higher growth numbers.

    • We are not doing this to become a “unicorn” nor do we focus ourselves on an “exit strategy”. We want to build an excellent product that we are proud of while providing the best customer experience.

    COMPENSATION, BENEFITS, AND PERKS

    • The salary range for this role is $70,000 - $90,000 Canadian dollars. The exact salary takes into consideration your ability, past experience, and location.

    • You can choose to work from our Kitchener-Waterloo office, entirely remote (any country), or a blend of both. You are encouraged to work where you perform best.

    • We believe that you should have good equipment to do your work and we give a laptop of your choice once you’re up and running.

    • We give ample time off. Everyone gets 4 weeks paid-time-off. Additionally, we work four-day workweeks every July and August. We also offer a generous vacation allowance.

    • If you are authorized to work in Canada, we will also give you health benefits under our company HSA. If you decide to work from the office, you will also get daily catered lunches.

    WHAT’S NEXT

    • If this sounds like something you would like to be a part of, we would love to hear from you!

    • We usually get hundreds of job applicants and we read through every single one of them. However we highly recommend applying with a good cover letter if you would like to stand out.

    • Within two weeks of applying, you will hear from us if you’ve made it to the next stage which will be a quick culture screening. You will then have an hour long call with the team. After that, you will proceed to the final stage of interviews which will be specific to the role and then to the offer.

  • 1 month ago

    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

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