Sorry, this listing is no longer accepting applications. Don’t worry, we have more awesome opportunities and internships for you.

Customer Success Associate

SalesMessage

Customer Success Associate

Remote,
Full Time
Paid
  • Responsibilities

    We have big goals for our platform to become...

    The leading all-in-one global messaging platform for sales, marketing, and support.

    However, to get "there", we need your help. As a Customer Success Associate, you'll be the face of Salesmsg to our customers as the primary relationship owner, advisor, and resource. Our customers look to you for guidance on how to best utilize Salesmsg to achieve their goals. Whether it's showing customers how the software works, creating Loom video demonstrations on how to integrate, or diving into the nitty gritty billing issue, you'll have the autonomy to support our customers from anywhere.

    The goal of customer success is to create and retain a culture of engaged, happy customers.

    Responsibilities

    • On the Customer Success side, you'll be doing things like…

    • Owning the customer relationship end-to-end

    • Customer onboarding and training - set the relationship up for success

    • Retain existing customers

    • Drive adoption of features

    • Promote revenue growth with our customer base

    • Cultivate a network of customer advocates through reviews and feedback

    • Proactive outreach to customers using a dedicated CS tool (Vitally)

    • Customer training webinars & show and tells

    • Creating user stories around customers wants, needs, issues (Canny)

    • Advocate for our customers' needs with our Product and Development team

    • Using Stripe to process payments, refunds, disputes and all things billing

    • Create systems for tracking bugs, feature requests, and better ways to improve our support process and channel

    Required Skills

    Here's a taste of some of the things we require for you to be successful in this role...

    • EXCELLENT Writing Skills.

    • 2+ years experience in a SaaS customer-facing role

    • Experience using similar tools like Intercom, HubSpot, etc.

    • Comfortable holding Product centric conversations with customers

    • Ability to work independently while managing multiple projects simultaneously

    **
    **

    // OUR CORE VALUES //

    We Figure It Out.

    We're a startup. Stuff will break and things will not work as you want them to. You will hit barriers and blocks keeping you from getting done what you said you'd do. You are the type of person that "come hell or high water" will figure it out. This is fun for you.

    Seek Continuous Improvement.

    We pursue GREATNESS. There's a wealth of knowledge in books, articles, videos, courses, training events, and everywhere you look. Just Google it. If you can't “figure it out” yourself, trust me, someone else already has for you. We're resourceful and go deep to learn the best strategies.

    Keep it Real & Conversational.

    Seeing things for “how they truly are” gives us power. In fact, we have be real in order to survive and thrive. We have to speak truthfully and honestly because if we don't things go unsaid, animosity stirs, and resentment takes over. It's debilitating for high performance teams to win. Speak truthfully and keep it real. Call it like it is. Provide solutions, not problems.

    People First Mindset.

    As we seek to constantly improve we realize that the best answers to many of the opportunities to grow, products to create, and partnerships to solidify come from our customers. Helping the customer achieve success is our ultimate goal and through that we find new ways to make our product and team better.

    Be Flexible.

    The road is never straight and there will be twists and turns and bumps and stops. We all need to row in the same direction to work together and get things done. Don't make it harder than it has to be. If it takes a few minutes, hook a brother up. Don't battle. We win together, not apart. Okay, with that out of the way, let's get into what this role will look like for you…

    // HOW WE WORK //

    This is how we do it...

    We're a remote-first company with a global team of developers, designers, success, sales, and marketing members from around the world.

    Our team is spread across the USA, Europe, and Asia (Florida, Colorado, Wisconsin, Texas, Utah, California, Bosnia Herzegovina, and Belarus)

    We love planning & executing. So each year we get together for a retreat to work backward to create our Annual Aim, Quarterly Rocks, Monthly Outcomes, Weekly Goals, and Daily Tasks. (It's not perfect, but it's good enough for now. You can help improve this too.)

    Work hard and play hard. Life and work don't have to be so hard. The environment we created is fun and relaxed, yet backed up by results.

    // EMPLOYEE BENEFITS //

    • Remote work: Work from anywhere

    • Unlimited paid time off. Need time off, just let us know.

    • Wellness perks: Classpass access to 41,500+ studios worldwide (yoga, cycling, Pilates, Barre, running, strength training, dance, sports, videos and more.)

    • Books and Courses: A monthly budget of $100 to spend on books. Plus access to over 10 courses already across marketing, content creation, SEO, and more.

    • Focused time blocks: We discourage meetings before noon so employees can have undistracted time to work.

    • Two-week Sprints: Two weeks of "sprinting" on focused work.

    • Bonus structure: Potential bonuses based on performance.

    • $250 Charity Donation: We will donate to any charity of their choice.

    • Bi-weekly Paychecks: Get paid on time every other Friday.

    • Swag: T-shirts, stickers, and Salesmsg gear to kit you out!

    • Medical, Dental, and Vision Insurance: Personal health, dental, and vision are 50% covered after 30 days.

    • Teledoc Virtual Health: Speak directly with a doctor anytime from anywhere.

    • TalkSpace Online Mental Health Therapy: We've got you covered for when you need help.

    • Incredible Growth and Promotion Opportunities: Ground floor opportunity to make your mark.