Senior Customer Success Manager

4 weeks ago


Kitchener, Ontario, Canada Prospect Full time
{"title": "Customer Success Manager", "description": "Join Our Team as a Customer Success Manager

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 lead generation app, Prospect, 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 a fully bootstrapped and profitable company, with no VCs or investors. We are a fully remote company with a great work culture, where we don't work weekends and provide ample time off.

We are looking for a calm and collected Customer Success Manager who enjoys helping and talking to people. You should be able to deal with "fires" without losing your cool.

As a Customer Success Manager, you will own the responsibility of making sure Customer Success and Support operate at an elite level. You will refine our entire framework and workflow for Customer Success and Support.

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 cross-functional 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 a SaaS company
  • Great writing skills (you can clearly and cleanly communicate)
  • High level of organization and self-motivation
  • 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

Benefits

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 full-time
  • 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 (health, dental, etc) through our company HSA (for people living in Canada)
", "lang_code": "en"}

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