Customer Success Manager

Emploi pas sur LinkedIn

🕒 il y a 6 mois

🗽 New York – Distant

🗽 New York – Remote

💵 $80 000 - $100 000 / an

⏰ Temps Plein

🟢 Junior

🟡 Intermédiaire

🏆 Customer Success

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

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Double

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2018

🤝 B2B

☁️ SaaS

⚡ Productivité

B2B • SaaS • Productivity

Double est un service qui associe les clients à des assistants exécutifs (AE) à distance, expérimentés et vérifiés, appuyés par un copilote IA pour gérer le travail administratif et les projets. L'entreprise sélectionne les 0,7 % des meilleurs candidats, associe les clients à un assistant dédié dans leur fuseau horaire, et fournit une application et des outils IA qui augmentent l'efficacité, la communication proactive et le reporting de temps. Double s'adresse aux fondateurs, équipes, freelances et individus recherchant un soutien flexible, évolutif et sécurisé sans le coût et les charges indirectes de l'embauche de personnel à temps plein.

Description

• Conduct onboarding calls with prospective customers, train them to use the product, complete technical implementation steps, and help them realize value quickly • Coordinate with Account Executives to identify any red flags that would hinder the prospect from subscribing to Double • Maintain a high conversion rate from Free Trial to subscribed customer (80-85%) • Proactively reach out to accounts in your pipeline to ensure they're continuing to reach their goals and respond to inbound support inquiries in a timely manner • Identify barriers to success or any roadblocks that would hinder accounts from fully adopting the full feature suite Double offers • Facilitate continued check-ins, team training calls, and Q&A sessions via Zoom • Create and maintain customer education materials: record video feature overviews and write user guides for content-driven email sequences • Drive expansion revenue of existing accounts in your pipeline (increase MRR) • Keep your finger on the pulse of trending feature requests and areas within the product that could be improved, then document and share customer feedback with the rest of the team to inform our product roadmap • Document best practices, creating templates for customer engagement at key milestones for various user personas • Help the team iterate to find the most efficient internal processes that reduce friction and best help our customers succeed • Take on additional projects that inspire you and help move the needle for our team

🎯 Exigences

• 2-3 years of experience in a customer-facing role at an early-stage SaaS startup • Ability to articulate complex concepts in a simple, straightforward manner, both in written and verbal communication • Keen attention to detail, thoughtfulness, and a customer-centric mindset • Knack and passion for process improvement, documentation, and increasing operational efficiencies • Familiarity with modern SaaS technologies such as Slack, Notion, Hubspot and/or Salesforce • Accounting/finance experience is preferred; interest in learning the space is required

🏖️ Avantages

• Competitive pay and equity • Unlimited PTO • Health, dental, and vision insurance