Customer Success Coordinator, Design Pickle
$55-65k
AI Powered SaaS Platform with Built In Creative Workforce
Job no longer available
AI Powered SaaS Platform with Built In Creative Workforce
21-100 employees
Job no longer available
$55-65k
21-100 employees
Company mission
Design Pickle’s mission is to be the most helpful creative platform in the world. Design Pickle has reimagined the creative process with one centralized creative platform to help you untangle your design process and better manage your ever-changing creative needs.
Role
Who you are
- Th ideal candidate can build strong relationships quickly, is tech-savvy, and has the people skills to work cross-functionally to be a champion for your customers
- You are a perfect fit for this role if clients see you as a trusted advisor, and you are comfortable providing proactive technical and product guidance
- 1-3 years in a customer-facing role in a SaaS B2B company
- Experience promoting value through customer experience; ability to analyze and interpret customer data to influence decision-making and improve customer experiences
- Exceptional ability to communicate and foster positive business relationships internally and externally
- Comfortable with identifying client risk, jumping in to remediate, handling escalations and ultimately ensuring net client retention
- Accountability and personal organization are essential
- Experience analyzing, optimizing, and scaling the existing processes
- Deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
- Passion for learning new technology
- Excellent presentation and communication skills with all levels of client contacts, including the executive level
- Ability to manage multiple tasks simultaneously with attention to detail
Desirable
- Experience with a CRM; HubSpot is a plus and the ability to use HubSpot as an e-mail platform
- Experience with JIRA and Confluence is a plus
- Experience working with creative teams is a plus
- An understanding of in-app analytic tools to measure usage and help define the in-app experience; Pendo experience is a huge plus
What the job involves
- Hello, prospective pickle! We are seeking a Remote Customer Success Coordinator (CSM) to add to our growing Client Success team
- The CSC will be responsible for a high volume of clients and measured by client adoption using data-driven programs to achieve this, Net Promoter Score (NPS), and net customer retention rate of assigned book of business
- Reports to: Vice President Customer Success
- On a daily basis, works closely with Sales, Marketing, and Customer Success teams
- Act as the primary point of contact throughout the customer lifecycle, developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewal and expansion for assigned book of business
- Regularly monitor platform usage and proactively contact clients whose usage dips to ensure the health of the relationship and product engagement
- Share best practices, industry trends, and other valuable information to help accomplish client goals and improve their onboarding, product adoption, and creative productivity
- Review client feedback loops for signs of churn and poor sentiment, and address them early in the customer journey
- Utilize CRM to keep track of key account data, opportunities, logging calls, and relevant notes
- Facilitate onboarding & ongoing training for a book of business
- Act as a communications liaison between internal teams and clients
- Promote customer satisfaction and loyalty by demonstrating an understanding of their business needs and helping them achieve their objectives using Design Pickle
- Educate customers on the use and benefits of Design Pickle solutions
- Provide customers with information and assistance regarding product updates and new features. You will be the voice of the customer at Design Pickle and will help build the feedback loops with our product team to ensure the roadmap and sprints are always executed with the customer in mind
Our take
Finding affordable, reliable and high-quality graphic design can be incredibly difficult. Design Pickle solves that problem by offering users a subscription-based graphic design service.
Founded by a former creative agency CEO, Design Pickle has maintained a strong focus on businesses' crucial graphic design needs. Its AI-powered SaaS platform acts as a built-in creative workforce that's tailored towards marketing and creative design teams who need streamlined workflows, task management integration and a simplification of their creative ecosystem. Compared to traditional graphic design solutions, Design Pickle's service is cheaper and more consistent, making it especially appealing for SMBs.
Design Pickle's ambitious strategy and impressive funding have allowed it to consolidate its global presence, and to better serve UK and European companies. In 2020, Design Pickle made its first move into the global market by acquiring UK-based Design Hero. These collective expansions should help the company to strengthen its lead within the creative enablement space.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
44% female employees
2% employee growth in 12 months
Glassdoor (3.4)
Trustpilot (4.2)
Company
Employee endorsements
My opinions are valued
"I am continually asked for my feedback and opinions by leaders and co-workers who make space for me to bring ideas forward. I know I can approach..."
Funding (1 round)
Feb 2022
$25m
LATE VC
Total funding: $25m
Company benefits
- Uncapped PTO: Hate seeing your PTO hours decrease as the year goes on? Not anymore! There is no cap or number associated with the amount of PTO days you can request
- We offer rich healthcare plans at an affordable price in addition to dental, vision, short & long term disability and an employee assistance program.
- Remote-work flexibility: More productive at home? Not based in Scottsdale, AZ? Fine with us! We are a remote-first company with people all over the country
- In-office gym: Our Company Hub also has a small CrossFit-style gym with a Peloton studio available for any pickles to use!
- New parent leave: Design Pickle encourages all primary caregivers to take up to 8 weeks leave for a new family member, including adoption, at full salary
- Paid training and personal development: We offer a yearly stipend for employees to continue to grow their skills and learn things to help them in their careers
- Pet insurance: Have a furry friend? Design Pickle offers pet insurance through United Pet Care for discounted vet visits, medication, and procedures
- Team retreats, social events, and adventures: Pickle collaboration is important to us! We host regular social events, get-togethers, and experiences for our staff, including an annual in-person retreat!
- 401K: Plan for your future with a 401K with a 5% company match
- Remote Work Stipend
- Holistic Wellness Stipend
Company values
- Be the SPARK: Let your fire and passion inspire someone else’s day.
- DRIVE Performance: Seek out new ways to improve performance, satisfaction, and impact for our customers. Less is more rules supreme.
- Give it to me STRAIGHT: Lead with radical and professional candor in every situation. Graciously accept when others do the same. Move forward together and aligned.
- HELP when nobody's watching: Find opportunities to support each other and our clients beyond the day-to-day.
- Lean into HARD: We thoughtfully select our challenges and tenaciously commit to conquering them.
- Make your own PICKLES: We are a collection of incredible individuals who challenge ourselves and each other to grow. Change is celebrated as a sign of progress.
Company HQ
McDowell Mountain Business Center, Scottsdale, AZ
Articles
Leadership
Russ Perry
(CEO)Trained as a Creative at Apple, and was Creative Director of NSB/Keane. Founded online feedback tool Give the OK! in 2010.
People progressing
Joe has grown from a Wordpress Developer on our Marketing team and was recently promoted to Technical Product Manager on the Product team.
Jennifer (Jen) was recently promoted from Director of Customer Success to Vice President of Customer Success!
Joined Design Pickle as a Principal Engineer, and is now our Engineering Manager.
Diversity, Equity & Inclusion at Design Pickle
Alec Melger (Global Human Resources)
- Design Pickle is an Equal Opportunity Employer. You will often hear members of the Design Pickle team refer to themselves as “pickles”. Pickles come in an infinite amount of variety, and as such, the pickles at Design Pickle celebrate every aspect of our diverse workforce and do not tolerate discrimination on the basis of race, color, religion, marital status, age, nationality, (dis)ability, gender, gender expression, or sexual orientation. All employment decisions are made on the basis of qualifications, merit, and business need. The right pickle for the right opportunity. Design Pickle is an Equal Opportunity Employer.
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