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Customer Success Manager
hace 3 meses
Please note: This is a remote, Mexico-based 40 hr/week contract position that requires working hours from 9:00 AM - 5:00 PM EST
What Motivates Us
There is room for everyone We empower each other to innovate and create processes that use technology to generate meaningful, lasting change. We enjoy the challenge of finding solutions to problems that are not a way around it but through it. We're driven by the opportunity to help enterprises and their employees around the world to contribute to their communities.
When You Join the Team
- You'll join a movement from the ground floor and a team of purpose-driven people with a strong sense of responsibility, ownership, and pride that we're building this thing together.
- You'll combine passion, purpose, and a paycheck— team members get out of bed every day knowing their work is meaningful and has a tangible impact on individuals and communities around the world.
Enterprises are struggling to adapt to the increasing demand from their employees to work in socially accountable workplaces while adjusting to the business transformation of hybrid workflows. is an enterprise SaaS company delivering purpose for a more engaged workforce. With its proprietary content across 90+ countries, is providing the infrastructure and content for purpose-driven employee and client engagement. Some of our customers include Applied Materials, Cencora, Pure Storage, MediaBrands, and others.
Responsibilities
- Customer Onboarding: Guide new self-serve customers through the onboarding process, ensuring they understand how to effectively use our platform to meet their goals.
- Customer Engagement: Proactively engage with customers to understand their needs, provide solutions, and ensure they are leveraging the full potential of our platform.
- Support & Troubleshooting: Address customer inquiries and issues promptly and efficiently, collaborating with technical support and other teams as needed.
- Customer Training: Develop and deliver training materials (FAQs, Articles, etc.), webinars, and resources to help customers utilize our platform effectively.
- Customer Feedback: Collect and analyze customer feedback to identify areas for improvement and work with the product team to enhance the platform based on customer needs.
- Retention & Growth: Monitor customer usage and engagement metrics to identify at-risk accounts and develop strategies to improve retention and growth.
- Relationship Building: Build and maintain strong relationships with customers, acting as a trusted advisor and advocate for their success. These relationships can encompass the end user to executive sponsor.
- Data Analysis: Analyze customer data to identify trends, opportunities, and potential challenges, providing insights to drive strategic decisions.
- Functional Strategy: Develop and implement strategies to manage a portfolio of self-serve account and drive platform adoption, usage and high contract utilization
- Communication & Collaboration: Communicate and coordinate with other internal teams to deliver on expected services
- Sales Support: Support sales team with happy references, referrals, and warm cross-sell leads.
- GTM: Develop and maintain excellent knowledge and understanding of 's go-to-market model, our service and tech offerings, the competitors in the space, and the industries we serve.
- SOP Creation: Develop and maintain Standard Operating Procedures (SOPs) to ensure consistent and efficient customer success processes.
- 2+ years of experience in Customer Success, Account Management, Sales, Partnerships, or another client-facing, quota-responsible role
- Experience working in a fast-paced startup environment, particularly enterprise SaaS
- Fluency in demonstrating value through customer stories, data, and unique insights
- Strong organizational skills and the ability to create structure in ambiguous situations
- Detail-oriented while maintaining the ability to drive towards overarching goals
- Ability to learn quickly and grasp different processes and/or systems
- Excellent written, verbal, and presentation communication and interpersonal skills
- A team player who can foster relationships and communicate effectively across departments
- Competence using sales management and internal communication tools, including Salesforce, Gong, Slack, , and others
- A true desire to satisfy the needs of our clients
- Passion for our mission and the desire to make an impact in the world through technology
- Experience working in a fast-paced startup environment
- Passion for our mission and the desire to make an impact in the world through technology
How we care
- Competitive salary
- Mission-aligned company events/volunteering
- Inclusive, exciting start-up culture
- Accelerated career & personal growth
- Culture Club and more
