Customer Success Manager, Blissbook

• You are, by nature, a proactively helpful and curious person, who loves learning, working with customers, and is comfortable working in a department of 1. You should be able to jump in and start contributing soon after joining the team.
• You are excited to work in a lively startup environment where not everything is figured out.
• You have the initiative and curiosity to work through challenges and questions independently, but know how and when to ask for help.
• You are a great communicator via email, chat, and video.
• You understand how web-based SaaS software works and have relevant technical experience or background that goes beyond being a user of software.
• You can communicate clearly, directly, and efficiently in English.
• You have references who will tell us (A) that you’re a treat to work with; and (B) how great your communication skills are.
• You have worked in customer success at an early-stage software company.
• Can work during U.S. timezones.

Desirable

• You’ll own overall customer success at Blissbook, starting at the sales handoff, through launch, to ongoing support. You will be the main conduit connecting customers with our product.
• Run live kickoff and training calls with new customers.
• Manage the new customer onboarding process where you’ll work with our content and design teams to guide customers through to their launch date.
• Create & update help articles and record videos to demonstrate how Blissbook works.
• Create and send a monthly email newsletter summarizing Blissbook’s recent updates and send it to customers through HubSpot.
• Ideate with the product team on a way to measure customer satisfaction, then create a way to measure and report that on a regular basis.
• Measure customer engagement and proactively engage with customers as needed.
• Connect customers to new functionality and upsell when needed.
• Create and manage an automated outreach system built on HubSpot or Intercom.
• Provide reactive customer support.
• Create a system to request referrals, testimonials, and/or case studies.
• Proactively reach out to customers to build relationships.
• Create & manage partnerships with 3rd parties for services or products that help customers.
• Source, hire, and manage a level 1 customer support role.

• 1. Apply here
• 2. We'll message you to apply via our internal application form
• 3. Phone interview with hiring manager (30m)
• 4. 2nd interview & resume review w/hiring manager (1h)
• 5. Paid test project (10-15 hours)
• 6. Culture-fit interview with other team members (15-30m)
• 7. Reference check
• 8. Offer
• 9. Background/security checks