Customer Success

April 12

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Scratchpad

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The Revenue Team Workspace: Scratchpad is the fastest experience for salespeople to do their work.

sales productivity software

11 - 50

Description

• Develop customer-journeys across multiple personas that map to creating value and delightful experiences at each step • Develop plans for how to deploy targeted, repeatable, and scalable automation throughout the customer journey (e.g., playbooks, email campaigns, in-product experiences, office hours, etc) • Leverage data to influence changes in customer behavior, continually measuring the effectiveness of these programs, and optimizing them to improve engagement, conversion, and/or outcomes • Work with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups. Blend personalization with scalability to make sure low-touch customers feel supported and enabled with Scratchpad • Represent the voice of the customer to our internal teams, helping to influence the product development roadmap and GTM strategies • Develop one to many communication strategies to drive end user engagement, maximize product adoption and deliver proactive renewal reminders • Drive customer marketing initiatives in partnership with our marketing, product and sales teams • Have a pulse on all our customers and be proactive in assessing and creating value for them • Build trusting relationships with executives at our customers

Requirements

• 5+ years experience in a B2B/SaaS customer facing role, ideally with product-led motion • Independent problem-solver: comfortable with complexity and ambiguity; able to dive into the operational details and also engage meaningfully on the overall strategy • Team focused and motivated to work collaboratively in a fast-paced, ever-changing environment • Ability to context switch quickly and effectively, managing multiple projects and accounts at different stages in the customer journey. Great project management skills • Ability to tell a compelling narrative to executives that communicates value. Just as comfortable communicating with customers 1:1 in an email as you are 1:100 on a live webinar • Data driven - use data to inform decision making • Positive attitude, empathy, and high energy • Passionate about delivering the highest level of service • Naturally curious, flexible, and a sense of humor never hurts!

Benefits

• Competitive salary and meaningful equity • Medical, dental, and vision insurance (with 80% premium coverage) • $1,200 L&D stipend per fiscal year • Paid parental leave • Generous PTO + 11 company-wide holidays • 401k with 4% company matching (and vests instantly!) • Stipend for home office • At least two in-person company offsites a year • Fully remote