Prospect is hiring a
Senior Customer Success Manager

Summary

Join a remote startup as a Customer Success professional, helping sales reps sell better by refining the entire framework and workflow for Customer Success and Support. Work closely with Engineering to funnel customer feedback, analyze daily usage metrics, prioritize support tickets, and more.

Requirements

• 2+ years of Customer Success experience managing at least a $1M ARR book of business
• Worked in a Customer Success role at a SaaS company
• Great writing skills (can clearly and cleanly communicate)
• High level of organization and self-motivation
• Great teaching and presentation skills
• Experience with a CRM (ideally, Salesforce)

Responsibilities

• Prioritizing support tickets and answering them as soon as possible (via intercom)
• Hopping on Zoom calls to diagnose problems and educate users
• Working directly with Engineering to funnel customer feedback and requests
• Analyzing daily usage metrics to better understand users
• Taking actionable steps to engage accounts based upon user engagement
• Building champions at each customer account
• Creating Intercom campaigns to engage and educate users
• Working closely with Sales to help achieve cross-functional goals (onboarding, training, renewals, etc)

Preferred Qualifications

• Familiarity with Chrome Extensions
• Experience with Customer Success tools such as Totango or Gainsight

Benefits

• Salary: $65,000 US dollars per year
• Freedom to try new things (help people the way you want)
• Ability to work fully remote from anywhere in the world
• 4 weeks paid time off
• $1,500 annual continued learning budget (for books, courses, and self-improvement)
• $1,000+ annual travel spending allowance (money to spend during your vacation)
• Benefits (health, dental, etc) through our company HSA (for people living in Canada)