Customer Success Manager, sparkplug

• You are a highly motivated, customer-facing professional ready to own a crucial SaaS vertical
• You have the dedication and entrepreneurial spirit to help grow a rocketship startup to unicorn status
• You are a personable team player with outstanding verbal and written communication skills
• You can adapt quickly as sales strategies, platform features, and customer priorities change
• You can give and receive feedback and productively collaborate with team members
• You can work remotely and manage your own time effectively
• You believe in our mission to help brick and mortar employees and businesses thrive
• Minimum of 2-5 years of professional experience in SaaS customer success
• Excellent written and oral communication skills and equally excellent attention to detail
• Tenacity and the willingness to pursue hard goals despite obstacles
• Flexibility and creativity to circumvent obstacles as they emerge
• Tech-savvy and proficient in standard communication, collaboration, and task management tools
• Understanding of the fundamentals of sales strategy, relationship building, and pipeline processes

Desirable

• Driving expansion and adoption of our software and services
• Managing the onboarding process for each new customer
• Assisting the sales team in driving and managing referrals
• Reviewing the customer journey, identifying how it’s supported, taking a consultative approach in helping clients to overcome issues and achieve goals
• Providing critical insights to the product team as a means to improve our developing platform
• Maintaining customer health and introducing new, valuable features as they become relevant on the customer journey
• Educating champions and their teams on the value of our product, and helping uncover use cases before they become emergencies
• Working cross-functionally with product, sales, and support team members to foster a strong sense of community and information sharing
• Achieve and exceed quarterly onboarding goals
• Upselling existing accounts to more premium tiers