Customer Success Specialist (US-based)

  • Contract: Full-time

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.

Things you’ll be doing…

  • 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

Skill Requirements

Must haves…

  • Experience working in a remote team
  • Experience in a SaaS support role
  • Good knowledge of social media is a plus!

About you…

  • 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.

About the Company

We are a 30-person team building tools that help thousands of businesses worldwide retain and grow their customers using social media.

Recently listed as one of the "Best Software Companies in 2018" and classified as a Leader in our category on G2 Crowd, at Sendible, it’s our mission to make managing social media easier for marketing teams by connecting the world’s social networks.

We're looking for an energetic, Customer Success Specialist to help turn our users into superheroes!

How to apply

Apply for this job online using the link below.

External Link »