Customer Success Specialist (US-based) – Sendible

Job Description:

As a US-based Customer Success Specialist, you will report to the UK-based Customer Success Manager and will be responsible for the adoption, retention and growth of our predominantly US-based SMB customers.

Job Responsibilities:

• Own the overall relationship with your assigned customers, which includes: Initial onboarding, increasing adoption, ensuring retention, and ongoing satisfaction.
• Respond to customer requests via phone and email.
• Help with daily tasks such as measuring NPS scores and general customer satisfaction.
• Update changes and identify opportunities for the Customer Success Manager and Sales team within our CRM system (HubSpot experience is beneficial).
• Act as an escalation liaison between the customer, our Support Team, and Product Management to help resolve technical issues blocking product adoption.
• Monitor customer health through available metrics and assessment of relationship strength.
• Identify and resolve challenges with product adoption encountered by our customers.
• You will be required to work 40 hours per week as part of your contract supporting the hours of 9am – 5pm EST

Job Requirements:

• Experience working in a remote team
• Experience in a SaaS support role
• Good knowledge of social media is a plus!
• At least 3 years of customer facing experience at a SaaS company.
• Excellent communication skills (in English) and a natural people person.
• Excellent problem-solving skills, can adapt to any situation and propose clear logical solutions to problems.
• Good understanding of social media and social media dashboards
• Experience creating training videos and content
• Upbeat, proactive attitude and a love for helping others succeed.
• Ability to multi-task, prioritize, and manage time effectively.
• Excellent verbal, written and presentation skills.
• Self-starter mentality and the ability to proactively get on with work when working remotely.

Benefits:

• Work remotely and create your own schedule (we believe in trust and autonomy)

• Profit sharing bonuses (if the company does well and you played a big part, you’ll be rewarded)

• We love learning! Take part in our book club and receive free books quarterly or user your £1000 learning allowance to develop your skills

• If you’re from outside the UK, we’ll fly you to our London HQ at least once a year

• Gain incredible experience building a truly successful, global SaaS company with a dedicated, small team where you can have a huge impact!

How To Apply:

Apply using the link in Custom Application URL