Customer Success Strategist

1 day ago

Kitchener, Ontario, Canada Prospect Full time
{"title": "Customer Success Role", "description": "

We are a remote startup (headquartered in Canada) building a smart and driven team that's making software to help sales reps sell better.

Our company, Prospect, is a lead generation app that helps you find contact data right inside your browser in real-time. The best sales teams in the world use Prospect to crush their sales targets.

We are currently a team of 14 people, and you will be #15.

We are a fully bootstrapped and profitable company (no VCs or investors).

We are a fully remote company with a great work culture. We don't work weekends and provide ample time off. We don't have any "managers" and avoid wasteful internal meetings.

About You

You are calm and collected. You enjoy helping and talking to people. You know that things sometimes go wrong and can deal with "fires" without losing your cool.

You're self-managed and very well-organized. You embrace the opportunity to wear different hats and try new things.

About the Role

Customer Success for us is technical support and account management.

Customer Success bridges the gap between our engineering team and customers so we can keep building a product people love.

Customer Success works closely with Sales to provide insights into Customer "health", assist in training and onboarding Customers, and managing renewals.

Customer Success builds strategic relationships with each customer to establish clear communication and rapport.

Customer Success makes sure every customer is successfully using our product to the fullest extent.

Your Key Initiatives

Your key initiative is to refine our entire framework and workflow for Customer Success and Support. You will own the responsibility of making sure Customer Success and Support operate at an elite level.

Here are some things you'll be doing right away:

  • Prioritizing support tickets and answering them as soon as possible (via intercom)
  • Hopping on Zoom calls to diagnose problems and educate users
  • Working directly with Engineering to funnel customer feedback and requests
  • Analyzing daily usage metrics to better understand users
  • Taking actionable steps to engage accounts based upon user engagement
  • Building champions at each customer account
  • Creating Intercom campaigns to engage and educate users
  • Working closely with Sales to help achieve crossfunctional goals (onboarding, training, renewals, etc)

Our customers are global, but we've noticed that most contact us between 10am-6pm EST (UTC-5).

Requirements

MUST HAVES

  • 2+ years of Customer Success experience managing at least a $1M ARR book of business.
  • Worked in a Customer Success role at SaaS company
  • Great writing skills (you can clearly and cleanly communicate)
  • High level of organization and selfmotivation
  • Great teaching and presentation skills
  • Experience with a CRM (ideally, Salesforce)

BONUS NICE-TO-HAVES

  • Familiarity with Chrome Extensions
  • Experience with Customer Success tools such as Totango or Gainsight

What You'll Get

  • Salary: $65,000 US dollars per year
  • Freedom to try new things (help people the way you want)
  • Ability to work fully remote from anywhere in the world

More of What You'll Get

  • 4 weeks paid time off
  • Work remotely fulltime
  • Be part of a small team doing big things in an independent work environment

- $1,500 annual continued learning budget (for books, courses, and self-improvement)

- $1,000+ annual travel spending allowance (money to spend during your vacation)

Benefits

  • Benefits (health, dental, etc) through our company HSA (for people living in Canada)
"}

  • Lead Product Strategist

    4 weeks ago

    Kitchener, Ontario, Canada Hive Full time

    Hive - Lead Product StrategistAt Hive, we are dedicated to bridging the gap between event marketers and their audiences, fostering memorable interactions. As a Lead Product Strategist, you will partner with our Engineering team to devise solutions that strengthen the bond between artists, events, and their supporters.Contribute significantly to enhancing...

  • Client Success Strategist

    4 weeks ago

    Kitchener, Ontario, Canada Descartes Systems Group Full time

    Descartes: Connecting People and Technology in Global Logistics In today's world, the demand for streamlined, secure, and agile supply chain and logistics operations is more crucial than ever. Descartes combines cutting-edge technology, robust trade intelligence, and an extensive network to ensure that goods, information, transportation assets, and...

  • Client Success Strategist

    4 weeks ago

    Kitchener, Ontario, Canada The Descartes Full time

    About DescartesDescartes integrates the people and technology that facilitate global movement. The demand for effective, secure, and adaptable supply chains and logistics operations has become increasingly vital and intricate. By merging cutting-edge technology, robust trade intelligence, and the extensive reach of our network, Descartes ensures that goods,...

  • Client Success Strategist

    4 weeks ago

    Kitchener, Ontario, Canada Descartes Systems Group Full time

    Descartes: Connecting People and Technology for Global Movement In today's world, the demand for streamlined, secure, and adaptable supply chains and logistics operations is more important than ever. Descartes combines cutting-edge technology, robust trade intelligence, and an extensive network to ensure that goods, information, transportation assets,...

  • Client Success Strategist

    4 weeks ago

    Kitchener, Ontario, Canada The Descartes Full time

    About DescartesDescartes integrates the people and technology that facilitate global movement. The demand for effective, secure, and agile supply chains and logistics operations has become increasingly vital and intricate. By merging innovative technology, robust trade intelligence, and the breadth of our network, Descartes ensures that goods, information,...

  • Client Success Strategist

    4 weeks ago

    Kitchener, Ontario, Canada Descartes Systems Group Full time

    Descartes: Bridging People and Technology for Global Mobility In today's world, the demand for streamlined, secure, and agile supply chains and logistics operations is more important than ever. Descartes combines cutting-edge technology, robust trade intelligence, and an extensive network to ensure that goods, information, transportation assets, and...

  • Client Success Strategist

    4 weeks ago

    Kitchener, Ontario, Canada The Descartes Full time

    About DescartesDescartes connects the people and technology that facilitate global commerce. In an era where efficient, secure, and agile supply chains are paramount, we leverage innovative technology and extensive trade intelligence to ensure that goods, information, and resources reach their destinations promptly.As a leader in logistics and supply chain...

  • Client Success Strategist

    4 weeks ago

    Kitchener, Ontario, Canada Descartes Systems Group Full time

    Descartes: Connecting People and Technology for Global Movement In today's world, the demand for streamlined, secure, and flexible supply chains and logistics operations is more crucial than ever. By integrating cutting-edge technology, robust trade intelligence, and a vast network, Descartes ensures that goods, information, transportation assets, and...

  • Client Success Strategist

    4 weeks ago

    Kitchener, Ontario, Canada Descartes Systems Group Full time

    Descartes: Bridging People and Technology for Global Mobility In today's fast-paced world, the demand for streamlined, secure, and agile supply chains and logistics operations is more crucial than ever. Descartes combines cutting-edge technology, robust trade intelligence, and an extensive network to ensure that goods, information, transportation assets,...

  • Client Success Strategist

    4 weeks ago

    Kitchener, Ontario, Canada The Descartes Full time

    About DescartesDescartes integrates the people and technology that facilitate global movement. The demand for effective, secure, and agile supply chains and logistics operations has become increasingly vital and intricate. By merging cutting-edge technology, robust trade intelligence, and the breadth of our network, Descartes ensures that goods, information,...

  • Client Success Strategist

    4 weeks ago

    Kitchener, Ontario, Canada The Descartes Full time

    Descartes: Connecting People and Technology for Global MovementThe demand for streamlined, secure, and adaptable supply chains and logistics operations has become increasingly vital and intricate. By merging cutting-edge technology, robust trade intelligence, and the breadth of our network, Descartes facilitates the movement of goods, information,...

  • Client Success Strategist

    4 weeks ago

    Kitchener, Ontario, Canada The Descartes Full time

    About DescartesDescartes integrates the people and technology that facilitate global trade. The demand for effective, secure, and agile supply chains has become increasingly vital and intricate. By merging cutting-edge technology, robust trade intelligence, and an extensive network, Descartes ensures that goods, information, transportation assets, and...

  • Client Success Strategist

    4 weeks ago

    Kitchener, Ontario, Canada Descartes Systems Group Full time

    Descartes: Connecting People and Technology for Global Movement In today's world, the demand for effective, secure, and adaptable supply chains and logistics has never been more significant. By integrating cutting-edge technology, robust trade intelligence, and an extensive network, Descartes ensures that goods, information, transportation assets, and...

  • Lead Product Strategist

    4 weeks ago

    Kitchener, Ontario, Canada RouteThis Full time

    About Us: We are on a mission to intelligently automate customer support services with market-leading software solutions that optimize modern, Wi-Fi connected homes. Our Vision: RouteThis products are transforming the landscape of technical support, and we are seeking exceptional talent to help us revolutionize this $15 billion industry. Role Overview: As...

  • Senior Health Marketing Strategist

    3 weeks ago

    Kitchener, Ontario, Canada Sun Life Full time

    Shape the Future of Healthcare MarketingSun Life is seeking a dynamic and results-oriented Senior Health Marketing Strategist to lead impactful initiatives within our growing health division. This role offers a unique opportunity to contribute to a company dedicated to improving the well-being of Canadians through innovative solutions.Your Impact:Spearhead...

  • Customer Success Manager

    4 days ago

    Kitchener, Ontario, Canada D2L Full time

    About the RoleWe are seeking a highly motivated and experienced Customer Success Manager to join our team at D2L. As a key member of our organization, you will be responsible for driving the success of our North American Higher Education customers.Key ResponsibilitiesEstablish and Maintain Relationships: Develop and maintain strong, productive relationships...

  • Customer Success Manager

    4 days ago

    Kitchener, Ontario, Canada D2L Full time

    About the RoleWe are seeking a highly motivated and experienced Customer Success Manager to join our team at D2L. As a key member of our organization, you will be responsible for driving the success of our North American Higher Education customers.Key ResponsibilitiesEstablish and Maintain Relationships: Develop and maintain strong, productive relationships...

  • Head of Customer Success

    4 weeks ago

    Kitchener, Ontario, Canada Acceldata Inc Full time

    Head of Customer SuccessAre you driven by the desire to cultivate and lead exceptional teams in a dynamic setting? Do you excel in enhancing customer satisfaction and providing outstanding service? If so, we present a remarkable opportunity for a Head of Customer Success at Acceldata.About UsAcceldata stands at the forefront of Enterprise Data Observability,...

  • Product Marketing Strategist

    1 week ago

    Kitchener, Ontario, Canada Rewind Full time

    Job SummaryWe are seeking a highly skilled Product Marketing Strategist to join our team at Rewind. As a key member of our product marketing team, you will be responsible for developing and executing go-to-market strategies that drive sales and marketing success.Key ResponsibilitiesMarket Intelligence: Conduct in-depth research to understand our target buyer...

  • Customer Success Manager

    1 day ago

    Kitchener, Ontario, Canada Descartes Systems Group Full time

    About Descartes Systems GroupDescartes Systems Group is a leading provider of logistics and supply chain technology solutions. With a strong presence in the industry, we help our customers navigate the complexities of global trade and logistics.Job Title: Customer Success ManagerWe are seeking a highly skilled Customer Success Manager to join our team. As a...