Customer Success Manager

Summary

Join Chili Piper's industry-leading Customer Success team as a Customer Success Manager and deliver exceptional value to a portfolio of up to 60 customers. You will own customer onboarding, ensuring fast time to value and proving ROI. As a Chili Piper product expert, you will train customers, implement new use cases, and act as a point of escalation for technical issues. You will collaborate with cross-functional teams, identify upsell opportunities, and build customer advocates. This highly technical role requires experience with Javascript, HTML, CSS, Salesforce, and marketing automation software. The position offers a fast-paced startup environment with a fully remote global team and excellent benefits.

Requirements

• Motivated, Solutions Driven and Conscientious person who enjoys a fast paced startup environment
• Technical experience is required, e.g., implementing Salesforce or Marketing Automation systems, handling technical support cases
• Basic understanding of Javascript, HTML, CSS
• Strong proficiency and experience using Salesforce 1-2+ Years Minimum - SFDC Certifications are a strong plus
• Strong proficiency and experience using Marketing Automation software 1-2+ Years Minimum (Marketo, Pardot, Hubspot, etc.....) - Marketing Automation Certifications are a strong plus
• SFDC implementation, data model (standard and custom objects), REST API, Administrator, Managed Package
• Experience working with cross functional teams within a customer organization to support a joint outcome
• Demonstrated ability to communicate effectively via oral & written formats
• Passion for customer success & excellence

Responsibilities

• Own customer onboarding, ensuring fast time to value
• Train customers and help them implement new use cases
• Hold the customer and Chili Piper teams accountable to meeting defined success criteria
• Engage across the Customers organization and work cross-functionally within Chili Piper to identify opportunities and risks, and present recommendations & solutions
• Proactively solve and act as a point of escalation for technical issues
• Ensure internal visibility by providing regular updates, status and next steps on a regular cadence through Slack and Email, and via weekly 1:1s with your Manager
• Produce internal best practices and customer user stories to make customers lives easier
• Collaborate closely with cross-functional teams to support the success of your customers, including Sales, Customer Marketing, and other Post-Sales functions
• Build customer advocates by developing customer case studies and references to support the growth of Chili Piper
• Identify upsell and cross sell opportunities which are shared with the Account Management team who will then drive commercial negotiations

Benefits

• Unlimited vacation (and we do mean it, and we do take it!)
• Generous health, dental, and vision insurance
• Any equipment/software/tech that you need to do your job
• Annual professional development stipend of $2,000 USD
• Equity - all Pipers receive stock options
• Annual company retreat for a week of bonding and adventure (previous retreat locations include Paris, Morocco, Tulum, Iceland, Ibiza, and India!)