Customer Success Manager

Last Updated Feb 07, 2019
Mid Level | W2 | Flexible | Full-Time

Description

Spreedly is seeking a Customer Success Manager who can jump into the role, start learning, and contribute quickly. We’re a payments API that’s used by developers around the world, so you’ll become an expert in all things Spreedly for our trial accounts and customers. 


You’re a quick thinker, and naturally analytical with a consultative mindset. You’ll be spending much of your time interacting with customers via email and phone, answering their questions, educating them on how Spreedly can solve their problems, and making our customers’ experience with Spreedly as simple as possible. 


You love digging into customer use cases and thinking deeply about how to help customers succeed. You’re patient and resilient, with a sense of humor, and a natural ability to listen and educate. Your curiosity, and desire to learn and take on new things are key to your success at Spreedly.

What You'll Do

  • Work with technical and business contacts at trial and subscription customer levels; you will be working with developers, so experience in technical onboarding and education is crucial
  • Evaluate marketing-qualified leads and provide educational resources at key decision-making points with a goal to convert qualified accounts to month-to-month subscriptions
  • Maintain and improve Help Center and Community to educate new customers during their onboarding period to get them adopting the service quickly and effectively
  • Monitor customer usage to identify upsell opportunities and churn risks, working with internal teams to continually improve our data tooling
  • Partner cross-functionally to run surveys and campaigns, collect and gather product feedback, and identify opportunities for process improvements

We're Looking For Someone With

  • 1-3 years of customer success or consultative technical onboarding/education/experience, preferably at a growth stage SaaS company
  • Passion and excitement for how quality customer interactions can drive business growth
  • Superior verbal and written communication skills
  • Ability to thrive in loosely structured environments, and you take ownership to see things through to completion

Nice To Haves

  • Experience working and building relationships with technical customers/end users, who are primarily developers, using our API to support commerce businesses
  • Prior experience in the payments industry

Our team is largely based in the RDU area of North Carolina, and we are looking for someone local for this position.


Due to the sensitive nature of what Spreedly does - handling payment data- candidates must complete a successful background check. If you have concerns along those lines, please discuss with us sooner rather than later- we do not want you to waste time in the hiring process and get disqualified at the end if we can help it.


This position reports directly to the Director of Customer Success. Because of the high volume of resume flow, we will only respond to those candidates that we think will be a potential fit.

The company Benefits and Perks will carry over into the job post.

Job Details





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Top 3 Desired Skills

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    Upgrade/Renewal Management
  • upselling.svgA skill svg icon
    Upselling
  • customer-engagement.svgA skill svg icon
    Customer Engagement

Benefits & Perks

  • Life, AD&D, and long-term disability insurance
  • Yearly paid professional development
  • Company sponsored 401k
  • 12 weeks paid family leave
  • Paid lunches on in-office days
  • Tuesday/Thursday in-office days- the rest of the week employees are free to work wherever they choose
  • Open PTO policy
  • Outstanding medical and dental benefits (we pay 100% of monthly premiums for employees + families)
  • Competitive salary + equity package
  • We wanted to build a company that reflected our ideal of balancing work greatness with life greatness.
  • We build great software that our customers love. And we’re in the incredibly exciting, high-growth Financial Technology (Fintech) space – think Stripe, PayPal, Apple Pay, etc.

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