Onboarding Customer Success Manager
- Simple Texting
- Full Time
- Customer Support
- Remote-US
- $10K - $50K
Remote Job Description
We’re seeking a hard-working Customer Success Onboarding Specialist with proven experience onboarding customers to a SaaS product. As these customers’ first point of contact, you’ll coordinate with them to ensure they have a flawless onboarding experience, helping them fall in love with SimpleTexting and achieve success. The text marketing journey is an exciting one, and you’ll be the trusty guide for those who embark on it. Prior client-facing experience at a B2B company is a must. Bonus points if you have a background in sales.
About Us
SimpleTexting is a SaaS company that makes it easy for businesses of all sizes to text their audience. Our customers use us to send marketing campaigns, important alerts, and have two-way sales and customer support conversations. Over the last decade, we’ve helped countless organizations better communicate with the people most important to them. We continue to set ambitious goals and are looking for someone who can help us meet them.
SimpleTexting is proudly part of Sinch, a leading global Communication Platform as a Service (CPaaS) provider, offering messaging, voice and video communication solutions to a large global customer base. Sinch’s APIs and platform deal with over 145 billion engagements annually. Enterprise customers include 8 out of 10 of the largest US tech companies by market capitalization, major airlines, banks, retail, e-tail, internet, ride-hailing, parcel delivery companies and more.
Responsibilities
- Take responsibility for customer retention throughout their lifecycle, with a strong focus on their first 180 days. You’ll help them achieve their business goals by evaluating their unique needs, treating them as if they were customers of your own business.
- Successfully onboard all new customers for our middle plan levels, understanding their pain point, use case, and ensuring they reach their first win to support their goals.
- Oversee current customers in these plans to ensure ongoing usage and retention.
- Help customers fall in love with SimpleTexting by enabling them to adopt our product as quickly and effectively as possible.
- Proactively reach out to clients that show risks of churn, discuss their use case, gather feedback, and formulate a plan to keep their business.
- Proactively reach out to clients who are on the incorrect plan size in order to get them to the right plan for their needs.
- Liaise with other departments, such as support, integrations, and product, to help meet client needs and create effective solutions.
- Assist with a client’s billing needs, which may include negotiating price, making strategic recommendations on usage, and creating special agreements.
This Role Is For You If
- You have no trouble looking at a large set of accounts and identifying the largest priorities.
- You love to think outside the box and come up with proactive, creative solutions for meeting a company’s strategic needs and goals
- You’re confident, articulate, and sensitive to the needs of others.
- You know how to listen and are a pro at presenting.
- You enjoy juggling multiple tasks at once in a fast-paced environment.
- You enjoy exploring every avenue for a solution before arriving at the conclusion that there isn’t one.
- You see a customer’s win as your win
Minimum Qualifications
- At least 2 years of experience working with customers, preferably in an onboarding, CSM, Account Executive, or other account management role with a SaaS company.
- English is your primary language. Secondary languages are a plus.
- Healthy customer obsession and focus on delivering an exceptional customer experience.
- Experience evaluating customer needs, consulting with customers, and offering optimal solutions.
- Ability to work cooperatively in a team environment, carrying out appropriate hand-offs and escalations.
- Solid track record of onboarding accounts to a SaaS product with a strong understanding of how to set them up for success.
- Self-starter with a positive attitude.
- Highly organized. You can manage and prioritize several different projects
- Ability to pivot quickly in a fast-paced environment.
- Familiarity with chat and CRM platforms.
- Ability to learn new software platforms quickly.
Bonus Points
- Bachelor’s degree, preferably in a related field of study.
- Experience conducting product demos using software such as Zoom
- Experience with customer success platform
Compensation and Benefits
- This is a full-time remote position for a fully distributed company (we’ve been remote for years, long before COVID).
- $50,000 -$60,000 USD base + incentive program. Exact compensation varies based on skills, experience, and location
- Flexible working arrangements
- Generous time-off policy - take the time you need to operate at peak performance
- Excellent medical benefits, including multiple medical, dental & vision plans to meet your personal needs
- Employee Assistance Program
- Coaching and ongoing career development