Customer Success Manager (Remote)

Apply for this position Please mention DailyRemote when applying
Posted 5 days ago United States Salary undisclosed
Before you apply - make sure the job is legit.

Attempting to apply for jobs might take you off this site to a different website not owned by us. Any consequence as a result for attempting to apply for jobs is strictly at your own risk and we assume no liability.

Job Description

Our client is a successful cloud service focused on helping other companies easily organize and manage their contracts and other legal documents. Founded in 2015, they are growing at over 100% per year, are profitable, and place a premium on delighting customers (they have a Net Promoter Score of over 70 --really good!)

In this Customer Success Manager role, you will be reporting to a Senior Customer Success Manager and you will help in all the customer-facing parts of our client's business. You will be supporting a growing customer success team, and this role is all about supporting the customer to help them achieve their goals. .

This role is a hybrid role where you'll split your time between Onboarding and Supporting customers. You'll support client onboarding through best practices and success conversations. This will include writing help articles and guides to help scale the customer success organization as well as provide meaningful education for the customers.

After customers have been onboarded you'll support them and their questions through incoming chat and emails, so being comfortable troubleshooting customers inquiries will be important to be successful in this role. Our client will also look for this person to share insights with our internal team to develop new features based on customer needs.

To succeed, you need to enjoy working with people to help troubleshoot and resolve technical issues as well as have a natural curiosity about you to understand customer's unique needs in order to make suggestions using their product. Our client is looking for someone comfortable learning new technology and able to communicate with customers about what they need to do in order to be successful using it. Another important characteristic is to be comfortable operating with a sense of urgency - this is because you're working with customers and customers are their number one priority. You will need strong communication skills, both over the phone and writing as this role requires both. You will need good organization skills and basic project management skills. Don't forget to bring your sense of humor! They have a great culture and you'll contribute to it!

Responsibilities

Customer Success
  • Help new customers get started with our client's product. Understand their specific needs and educate them on different features and make sure they are getting the most out of the system.
  • Guide customers towards the best strategy for organizing their information in the application.
  • Listen to customers for what they like and don't like. Communicate that to the rest of the team so they can make the product better.
  • Answer questions from existing customers about how to use the site.
  • Help customers if there is a problem with their account - you are the face of our client's customer base so when they need help they'll come to you.
  • Follow-up on custom accounts and flag any possible concerns so that the team can follow up.
  • Train & onboard new and existing customers.
  • Help test new features to make the product even more awesome.
  • Write help articles, answer emails, and create user guides to help customers answer their own questions over time.
  • Record training videos that help customers use the site better.
  • Manage client uploads of documents and data
Key Performance Indicators
  • Response time to customer support inquiries
  • # of customers posting reviews about their great experience with you and the Company
  • Successful customer renewals (retention)
  • % of customers actively using their accounts
  • Successful resolution of customer issues
  • High scores in customer satisfaction with the onboarding experience.
Requirements
  • Education: BA/BS
  • 5+ years of customer success/support
  • 3+ years of experience educating on products/services
  • Experience in contract/document management (preferred)
  • 3+ years working with Excel spreadsheets
  • Excellent communication (oral and written) skills, along with high empathy for customers
  • Comfort with different browsers and a decent understanding of how websites work
  • Strong problem-solving and troubleshooting skills
  • Highly organized and able to manage projects for multiple customers
  • Team player that thrives in a multi-tasking environment and can adjust priorities on-the-fly
  • Desire to be at bigger fish in a smaller pond
  • Self-motivated and constantly looking for ways to improve
  • Ethical, fair and of high integrity with the ability to work autonomously
Benefits
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Training & Development
Powered by JazzHR

DfrgRBxusL