Senior Customer Success Manager full_time

We are a remote startup (headquartered in Canada) building a smart and driven team that’s making software to help sales reps sell better.

Prospect is a lead generation app that helps you find contact data right inside your browser in real-time. The best sales teams in the world use Prospect to crush their sales targets.

MORE ABOUT US

We are currently a team of 14 people — you will be #15 🙂

We are a fully bootstrapped and profitable (no VCs or investors).

We are a fully remote company with a great work culture. We don’t work weekends and provide ample time off. We don’t have any “managers” and avoid wasteful internal meetings.

ABOUT YOU

You are calm and collected. You enjoy helping and talking to people. You know that things sometimes go wrong and can deal with “fires” without losing your cool.

You’re self-managed and very well-organized. You embrace the opportunity to wear different hats and try new things.

HOW WE DO CUSTOMER SUCCESS

Customer Success for us is technical support and account management.

Customer Success bridges the gap between our engineering team and customers so we can keep building a product people love.

Customer Success works closely with Sales to provide insights into Customer “health”, assist in training and onboarding Customers, and managing renewals.

Customer Success builds strategic relationships with each customer to establish clear communication and rapport.

Customer Success makes sure every customer is successfully using our product to the fullest extent.

WHAT YOU WILL DO

Your key initiative is to refine our entire framework and workflow for Customer Success and Support. You will own the responsibility of making sure Customer Success and Support operate at an elite level.

Here are some things you’ll be doing right away:

• Prioritizing support tickets and answering them as soon as possible (via intercom)
• Hopping on Zoom calls to diagnose problems and educate users
• Working directly with Engineering to funnel customer feedback and requests
• Analyzing daily usage metrics to better understand users
• Taking actionable steps to engage accounts based upon user engagement
• Building champions at each customer account
• Creating Intercom campaigns to engage and educate users
• Working closely with Sales to help achieve cross-functional goals (onboarding, training, renewals, etc)

Our customers are global, but we’ve noticed that most contact us between 10am-6pm EST (UTC-5).

Requirements

MUST HAVES

• 2+ years of Customer Success experience managing at least a $1M ARR book of business.
• Worked in a Customer Success role at SaaS company
• Great writing skills (you can clearly and cleanly communicate)
• High level of organization and self-motivation
• Great teaching and presentation skills
• Experience with a CRM (ideally, Salesforce)

BONUS NICE-TO-HAVES

• Familiarity with Chrome Extensions
• Experience with Customer Success tools such as Totango or Gainsight

Benefits

WHAT YOU’LL GET

• Salary: $65,000 US dollars per year
• Freedom to try new things (help people the way you want)
• Ability to work fully remote from anywhere in the world

MORE OF WHAT YOU’LL GET

• 4 weeks paid time off
• Work remotely full-time
• Be part of a small team doing big things in an independent work environment
• $1,500 annual continued learning budget (for books, courses, and self-improvement)
• $1,000+ annual travel spending allowance (money to spend during your vacation)
• Benefits (health, dental, etc) through our company HSA (for people living in Canada)

We’re a startup based out of Kitchener-Waterloo, Canada building a smart, curious, and driven team that’s passionate about making software that helps sales reps sell better.