Dotcom-Monitor is hiring a
Customer Success Advisor

Summary

Join Uptime.com as a Customer Success Advisor and nurture relationships with clients to drive growth and adoption of their services. As the primary contact, you'll work hand-in-hand with clients to ensure they derive maximum value from Uptime.com services.

Requirements

• Be the Friendly Face of Uptime.com: Build trust with customers, key stakeholders, and executive sponsors to cultivate a strong loyalty to our services
• Collaborate with Uptime.com Product Leaders: Engage with the product team to share valuable customer insights that help shape the Uptime product roadmap, while closely working with product and design to enhance adoption and user engagement
• Success Through Data: Team up with both business and engineering to keep an eye on customer health metrics, using these insights to proactively identify key areas where we can provide exceptional support to our customers

Responsibilities

• Build and nurture meaningful relationships with clients, being their go-to contact
• Lead outreach initiatives for customers enjoying free trials, working hand-in-hand with other team members
• Connect with potential customers who are currently using competitor products and services to explore conversion opportunities
• Gain insight into customers' business objectives, priorities, and challenges, and find ways to support their success
• Spot upsell and cross-sell possibilities within the customer base and collaborate with the broader team to turn these into successful deals
• Focus on client retention and reducing churn, particularly among our top customers and logos
• Conduct regular business reviews with key customers to assess performance and uncover areas for enhancement
• Team up with the product and engineering teams to ensure clients maximize their experience with Uptime’s products and services
• Act as a champion for our customers by relaying feedback to internal teams regarding their needs and challenges
• Collaborate with the Marketing and Product teams to enhance customer onboarding and training for quicker value realization
• Take responsibility for guiding our customers through the activation process
• Engage in important customer calls to strengthen trust in our brand and offerings
• Manage customer engagement by overseeing and reporting on account health scores, taking proactive steps based on the insights gathered
• Work closely with the Product, Design, and Engineering teams to share product feedback, plan roadmaps, and communicate crucial updates to customers

Benefits

• Health Care Plan (Medical, Dental & Vision) for US Employees
• Generous PTO bank - including substituting your local or religious holidays!
• Family Leave (Maternity, Paternity)
• Training & Development
• Work From Home