Remote Customer Success Specialist

Summary

Join our team at Float, a leading software for teams to plan their time, as we seek a Customer Success Manager to support our growing base of self-serve clients. This role is crucial in ensuring every client gets the support they need when they reach out to us. You will manage and up-skill our current clients, combining one-to-many support with tailored, human assistance.

Requirements

• Customer Success Experience: Proven experience supporting SMB and mid-market customers in a B2B SaaS environment, and passion about empowering customers through knowledge-sharing
• Familiarity with Success Tools: Proficient in CRMs and helpdesk tools (HubSpot, Intercom, Metabase, Gong, Zoom, Calendly)
• Effective Communicator: Strong written and live communication skills that showcase empathy, understanding, as well as deliver customer value

Responsibilities

• Become a Float Product Expert: Gain deep knowledge of Float's features, functionality, and best practices
• Understand Customer Needs: Learn about customer workflows and resource management challenges to provide relevant support
• Provide Video Call Support: Support customers directly via video calls, enhancing their experience with personalized assistance
• Resolve Customer Issues: Manage conversations from initial contact to resolution across email, chat, and video
• Collaborate with Customer Success Managers: Share insights from customer interactions with the CSM team to drive customer success and inform product improvement
• Own Client Relationships: Build and nurture meaningful connections with clients to support their long-term success
• Create Customer Success Content: Develop resources like training materials, and rollout timelines to empower customers in using Float
• Onboard Qualified SMBs: Lead the onboarding process for SMB customers, ensuring a smooth introduction to Float and its capabilities

Benefits

Pay for this role is US $85,272 (Level 2)