Please see the attached link for details of who we are, what we do and the role we are recruiting for:

https://share.zoomforth.com/csm-role#

RESPONSIBILITIES

  • Proactively manage a book of enterprise-level Zoomforth customers, alongside our Head of Customer Success

  • Maintain a detailed understanding of our ever-evolving product, speak with customers about the most relevant features/functionality for their specific business needs, and proactively share best practices

  • Understand customers' goals, train customers, and help them them create a plan to accomplish goals with Zoomforth

  • Help customers with their requests, emails, and calls in our support system (Intercom), and coordinate with the development team on support cases

  • Gather, input and analyze customer account data from a variety of sources to help us better understand our customers’ use of the platform

  • Provide feedback to the rest of the organization from your front line view

  • Create short customer training videos, write help center / how-to support articles as needed

  • Be an active member of a distributed team via tools like Slack, G Suite, Zoom, etc.

REQUIREMENTS

  • BA or BSC college degree

  • At least 2 years experience in a customer success role

  • You’re a native English speaker with outstanding written and verbal communication skills; you have the ability to read, interpret and clarify customers' goals and then craft thoughtful responses to help them achieve those goals

  • Exceptional organization skill; you're used to working with multiple systems and juggling multiple priorities

  • Problem-solving ability; you know when something is urgent, when to pick up the phone, when you can fix something and when and how to ask for help

  • A love of software; you're excited both to teach and to influence product development

  • Empathy and a great deal of personal drive

NICE TO HAVES

  • At least 1 years experience working at a B2B SaaS company

  • Familiarity with some or all of the following: Intercom, SalesForce, G-Suite, Slack, Asana, ProductBoard, Microsoft Excel

  • Experience with CSS

COMPENSATION & LOGISTICS

  • $50-70k base plus commission scheme, based on role and experience

  • 0.05% – 0.3% equity

  • Health, medical and dental

  • Unlimited vacation

  • This is a remote job, with opportunities for travel and team retreats

Source: We Work Remotely


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