Job Description

Customer Experience is a driving force in our organization. As the trusted advisor to the customer post onboarding, you will own user & feature adoption and develop long-term relationship with the champions and implementation teams at our growing SMB customer base. By providing the highest level of service to our customers, you will ensure our customer experience is the best in the industry.

As Casebook grows, we need to offer our customers great advice and support as part of the core product. Our customers range from small non-profits to government agencies, and their ability to gain insight into their outcomes and operational practice is key to helping them deliver on their missions and help our country’s most vulnerable.

 As one of the first team members dedicated to adoption, expansion and renewals, you will be a huge part of establishing our post-onboarding function (Adoption, Reporting, Renewals, Expansion). You will be a strategic advisor to customers, helping them achieve their business outcomes.

You will be the true Customer evangelist, as comfortable in front of customers as you are in data and processes. Your role will be to ensure that customers are getting continuous value from Casebook, at all points of their customer journey, by collaborating with customer onboarding, carrying out Executive business reviews, and being a concierge to direct their needs towards our growing portfolio of online certification, support and engagement experiences offered by our Customer Support and Education teams.

WHAT YOU’LL DO:

• Working with your Onboarding counterparts, co-own the relationship with your assigned customers post launch through their lifetime with Casebook - focusing on long-term adoption & expansion that is aligned with customer’s business strategy

• Identify, create, and lead efforts for delivering value to customers by fully understanding their needs and actively solve pain points to improve customer outcomes

• Be an expert on assigned Casebook products to speak and teach intelligently about the value and usage of the product

• Assess the business value being delivered and acknowledged by the client for use in renewals and business growth discussions

• Identify opportunities for add-ons and upsells to further enhance the customer’s value from the product

• Negotiate and close renewals with existing customers 

• Own working with the customers to: Increase adoption, ensure retention, and create an environment of customer delight

• Use data to monitor adoption and improve health scores

• Help customers navigate our various support options - helping our team to get customer issues and requests through resolution

• Effectively represent your customers in driving product development for new platform capabilities

• Work effectively with teams across Casebook on customer feedback, issues and requests, such as tracking feature requests and providing feedback to the product team

Qualifications

WHAT YOU’VE GOT:

• Self-starter with minimum 3+ years experience in customer success or account management with grit, determination and a growth mind-set

• Comfortable working with customers through renewals, upsells, and account management needs

• You’ve worked in a SaaS platform previously, so you’ll be quick to learn our product, and be able to keep up with its evolution and know what part our service plays in the business of our customers

• Experience handling customer support issues and demonstrated ability to help your customers get answers using internal teams and tools

• Experience working in a B2B environment 

• Good organization skills 

• Excellent communication skills

• Comfortable working autonomously - you will have lots of support, but as the first dedicated CSM hire you will need to be comfortable operating independently at times

• Process improvement mindset - how can you make tomorrow better than today?

• Interested in tech and not afraid to get stuck into tools, software and data

• Working experience with tools like Jira, Slack, CRM software, analytics & BI technologies

• You are highly empathic and communicative with a strong personality, are very friendly, analytical, process-driven, and have a learning-mindset

• Preferred: Experience working for a Global company, with teams in different time zones

• Preferred: Experience in the not-for-profit or government human services sector

Additional Information

All your information will be kept confidential according to EEO guidelines.  

Casebook PBC is also an equal opportunity employer.  At Casebook PBC, we appreciate the value of diversity, and strive to create and support a workforce representative of the population we serve.  Casebook PBC is committed to creating an inclusive and respectful environment for all employees, and does not discriminate on the basis of race, color, religion, sex, gender expression and identity, national origin, political affiliation, sexual orientation, sexual and reproductive health decisions, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any other non-merit factor.