Customer Success Lead

We enable the most crucial part of startups: revenue. Our customers love us for the results we enable them to deliver and the excitement it generates. And they need a confident guide and support when they feel things aren't going to plan. As we grow from 50 to 500 customers we need efficient ways to get customers the information and inspiration they need, when they need it.

Must haves

• 5+ Years professional experience
• 2+ Years experience in a customer-facing role
• Excellent English (written and verbal)
• Open to work remotely for 6-12 months, and / or:
• Open to relocate to Germany or USA within 12 months
• Experience designing and executing new processes
• Experience gathering and using data to make business decisions

Your Skills

• Positive and confident outlook: You look for opportunities to help others and improve on processes, because you believe in your ability to do so.
• Perceptive and empathetic: You recognise the emotional needs of customers during interaction over multiple channels and intuit how to work with them.
• Diligent and organised: You enjoy creating order from chaos and improving the efficiency of systems where you find them.
• Outcome orientated: You are motivated by impact, and seek ways to measure your effectiveness in the varied facets of your work.

Your Role

• Delight customers: Play a pivotal role in managing customer relationships through friendly onboarding calls and answering questions via email, video, and phone
• Identify upsell opportunities: Unlock revenue by discovering additional needs for existing customers
• Influence product: Collaborate with engineering, product, and design to communicate and implement customer and operational needs
• Define our customer experience process: Create playbooks and manage internal tools to resolve questions faster and save our team time

What you'll do

• Design rewarding customer experiences that scale
• Collaborate with operations, sales, and engineering to build necessary supporting systems
• Onboard and activate new customers
• Create and manage educational resources, including webinars and knowledgebase
• Provide customers with direct support via specific channels
• Champion customer happiness in internal meetings