Customer Success Manager

Posted: December 24, 2018
Follow Up Boss : Customer Success Manager

Company: Follow Up Boss
Headquarters: Remote
URL: https://boards.greenhouse.io/followupboss/jobs/1475922?gh_src=atlasandboots

Who Is Follow Up Boss?
Why Work Here?
  • We’re a young, ambitious company who only answers to our customers
  • Opportunity to have a big impact on our growth and your career
  • No red tape or pointless meetings
  • Competitive salary, health/dental insurance and 20 days paid holiday, $1000 to outfit your home office, yearly company meetup
This Role Is For You If…
  • You’re a  people person who is able to build rapport instantly
  • You’re a self starter who can take initiative on new projects and ideas and run with them
  • You have an entrepreneurial spirit: we are a small, agile team that constantly improves processes
  • You would describe yourself as patient, empathetic and having a good sense of humour
  • You’re independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long
  • Superb written and verbal skills (with a professional yet fun demeanor).
  • You consider yourself tech savvy and efficient with SaaS applications
  • You are genuinely excited when you help others hit their goals
  • Great problem solving skills, taking a consultative approach to find the best solution
Your qualifications:
  • Self motivated and proactive mindset.
  • Remote work experience is considered an asset.
  • Based in the USA, quiet home office with fast internet.
  • 3+ years experience in a customer-facing success role (Support, Success, Account Management, or Sales).
Your responsibilities will include:
  • Your #1 priority would be helping our customers be successful with our product (& ultimately their business)
  • Serving as the primary point of contact to proactively engage, train and keep a pulse on our largest accounts
  • Educating customers on best practices using our platform
  • Identifying expansion opportunities – (ie. presenting the value of our dialer and our different plans)
  • Identifying at risk accounts & working to turn around – via usage indicators, ticket volume, low NPS scores
  • Re-training for those that need an extra hand post the onboarding phase
  • Renewal check-ins – ensuring teams are finding value & getting results prior to annual renewals
  • Hosting best practice webinars to help teams achieve greater success with Follow Up Boss
  • Capturing testimonials & identifying teams with best practice strategies and workflows
  • Creating success content campaigns to increase user engagement
  • Helping legacy teams on Classic switch to Follow Up Boss 2
  • Compiling product feedback and ideas to help our product and engineering team continue to improve our platform
30 Day Targets:
  1. Learn the Follow Up Boss software & product offerings to be effective in the position
  2. Complete all position specific success tasks, setup, and initial training
  3. Virtually meet all Follow Up Boss employees
60 Day Targets:
  1. Host a minimum of five training sessions for existing customers
  2. Proactively work with our existing customer base (training/check-ins)
90 Day Targets:
  1. Lead the efforts with our enterprise level accounts
  2. Create a success campaign & plan an advanced/best practice webinar

To apply: Apply at https://boards.greenhouse.io/followupboss/jobs/1475922