Customer Success B2B SaaS
- 💲Competitive Salary and Perks💲
Schedugram helps our customers schedule and manage their content on Instagram. We work with customers from small businesses through to global brands, and everything in between.
We are looking for an experienced customer success manager to lead our onboarding and retention efforts. You will collaborate with our marketing and support teams to make sure our customers see and understand the value of our platform, and become raving fans.
We have a fully remote team distributed around the world. We work hard to keep our customers around the globe happy, and we’re proud of our success over the last 4.5 years.
The core mission of the customer success manager is to improve our top line revenue through increasing our onboarding conversion rates and reducing churn. You’ll do this through creating and maintaining happy, high NPS customers who understand and use our advanced features. You will keep in touch with customers through phone/video calls, email or chat, and know how to wrangle data to report on your achievements.
We’ll know you are successful when you:
Quickly and deeply understand how we help customers and what they need
Advocate for the customer’s needs to our product team
Own onboarding of new accounts and users
Improve our trial-to-conversion rates
Reduce churn 50% within 6 months
Promote our advanced features to customers
Report back to the team on progress and how we’re tracking week-on-week and month-on-month
You’re a fit for this role if you:
Have worked in a customer success or account management role in a B2B SaaS company (required)
Know SaaS metrics in and out (required)
Have previously worked remotely (preferred)
Understand segmenting high, medium and low touch efforts (ie have worked with mixed ARPU customer bases)
Work quickly and in parallel, managing many projects and initiatives at once
Love working with ‘divinely discontent’ customers, who love the product but always want it to get better
Have excellent written and verbal communication skills
Like to learn and always improve
Know what it’s like to work in a customer success team of one (collaborating with but not managing others) – in the short term you’re in charge of EVERYTHING
Some understanding or experience in social media management and/or social networks (from a business users’ perspective) is a plus.
Experience with tools like Intercom and Hubspot are also a bonus.
If this sounds like you, we’d love to hear from you… apply now via the link provided, and we’ll be in touch. We’d also love you to include a short note introducing yourself (to Rebecca).