Customer Success Manager

Salesmsg

Full Time
🏢 Administrativo
Startup
content
Growth
Remoto 🌎
Jun 3
Compartir este trabajo! 

Headquarters: Delray Beach, FL
URL: https://www.SalesMessage.com

At Salesmsg, we believe that having conversations is good for business. And the easiest, fastest, and most effective way to create conversations is with SMS text messaging.

Salesmsg is the leading conversational messaging platform for sales, marketing, and support teams. Ranked 27th on Inc. 5000 Fastest Growing Companies in America in the Southeast and the #1 SMS App on HubSpot, Salesmsg is a fast-growing SaaS platform that helps thousands of businesses to attract, engage, convert, and care for their customers over SMS text messaging.

We have big goals for our platform to become... 

The leading all-in-one global messaging platform for sales, marketing, and support.

We are well on our way, however, to get "there", we need your help.

This is an amazing opportunity to join a fast growing startup, get experience in many facets of the business, and build your career.



// THE ROLE // ---------------------

We are seeking a fun and dynamic individual to join our growing team as a Customer Success Manager (CSM) at Salesmsg. As a CSM, you will play a crucial role in being the face of Salesmsg to our customers. 

You will be the primary relationship owner, advisor, and resource for our customers, guiding them on how to best utilize Salesmsg to achieve their goals. From demonstrating the software's functionality to creating engaging Loom video demonstrations on integration, and addressing billing issues, you will have the autonomy to support our customers from anywhere.


// RESPONSIBILITIES // ---------------------

1. Customer Relationship Management
  • Build strong relationships with key stakeholders within customer organizations, including executives, managers, and end-users.
  • Act as the primary point of contact for customer inquiries, issues, and escalations, ensuring timely and effective resolution.
  • Conduct regular check-ins and business reviews with customers to assess their satisfaction, address concerns, and identify opportunities for growth.

2. Customer Onboarding and Adoption
  • Collaborate with the sales and implementation teams to ensure a smooth onboarding process for new customers, providing guidance and support to drive successful product adoption.
  • Develop and deliver training programs, webinars, and resources to educate customers on product features and best practices, enabling them to maximize the value of our SaaS platform.
  • Proactively monitor customer usage and engagement, identifying potential roadblocks or areas for improvement, and developing strategies to drive increased adoption and product utilization.

3. Customer Success Planning
  • Collaborate with customers to develop and maintain customer success plans, outlining their goals, key performance indicators (KPIs), and strategies for achieving desired outcomes.
  • Conduct regular business reviews with customers to track progress against success plans, identify opportunities for improvement, and recommend additional products or features that align with their evolving needs.

4. Renewals and Upsells
  • Drive customer retention and expansion by proactively identifying upsell and cross-sell opportunities based on customer needs and usage patterns.
    Work closely with the sales team to renew customer contracts, negotiate pricing, and ensure a seamless transition between renewals.
  • Collaborate with the product management team to gather customer feedback and insights, helping to shape the product roadmap and prioritize new features and enhancements.

5. Customer Advocacy
  • Serve as the voice of the customer within the organization, providing feedback and insights to inform product development, marketing strategies, and customer support processes.
  • Act as a customer advocate, ensuring their needs are understood and represented across all levels of the organization.
  • Identify and promote customer success stories and case studies to showcase the value and impact of our SaaS platform.


// SKILLS // ---------------------

Here’s a taste of some of the things we require for you to be successful in this role...

  • EXCELLENT written and verbal communication
  • Resourceful and can figure things out
  • Quick learner
  • Self-motivated
  • Experience using similar tools like Intercom and HubSpot
  • Ability to work independently while managing multiple projects simultaneously
  • Providing amazing demos
  • Able to understand a prospects business and problems they need to solve
  • Curious with a growth mindset


// OUR CORE VALUES // ---------------------

We Figure It Out

We're a startup. Stuff will break and things will not work as you want them to. You will hit barriers and blocks keeping you from getting done what you said you'd do. You are the type of person that "come hell or high water" will figure it out. This is fun for you.

Seek Continuous Improvement

We pursue GREATNESS. There’s a wealth of knowledge in books, articles, videos, courses, training events, and everywhere you look. Just Google it. If you can’t “figure it out” yourself, trust me, someone else already has for you. We're resourceful and go deep to learn the best strategies.

Keep it Real & Conversational

Seeing things for “how they truly are” gives us power. In fact, we have be real in order to survive and thrive. We have to speak truthfully and honestly because if we don't things go unsaid, animosity stirs, and resentment takes over. It's debilitating for high performance teams to win. Speak truthfully and keep it real. Call it like it is. Provide solutions, not problems.

People First Mindset

As we seek to constantly improve we realize that the best answers to many of the opportunities to grow, products to create, and partnerships to solidify come from our customers. Helping the customer achieve success is our ultimate goal and through that we find new ways to make our product and team better.

Be Like Water (Flexible)

The road is never straight and there will be twists and turns and bumps and stops. We all need to row in the same direction to work together and get things done. Don't make it harder than it has to be. If it takes a few minutes, hook a brother up. Don't battle. We win together, not apart.Okay, with that out of the way, let’s get into what this role will look like for you…


// HOW WE WORK // ---------------------

We're a Remote First company with a global team of developers, designers, success, sales, and marketing members from around the world.
  • Our team is spread across the USA, Europe, and Asia (Florida, Colorado, Wisconsin, Texas, Utah, California, Bosnia Herzegovina, and Belarus)
  • We love planning & executing. So each year we get together for a retreat to work backwards to create our Annual Aim, Quarterly Rocks, Monthly Outcomes, Weekly Goals, and Daily Tasks. (It’s not perfect, but it’s good enough for now. You can help improve this too.)
  • Work hard and play hard. Life and work doesn't have to be so hard. The environment we created is fun, relaxed, yet backed up by results.

// EMPLOYEE BENEFITS // ---------------------
  • Remote work: Work from anywhere
  • Team trips: We book at least one all-expenses-paid team trip per year.
  • Unlimited paid-time off. Need time off, just let us know.
  • Wellness perks: Classpass access to 41,500+ studios worldwide (yoga, cycling, Pilates, Barre, running, strength training, dance, sports, videos and more.)
  • Books and Courses: A monthly budget of $100 to spend on books. Plus access to over 10 courses already across marketing, content creation, SEO, and more.
  • Focused time blocks: We discourage meetings before noon so employees can have undistracted time to work.
  • Two week Sprints: Two weeks of "sprinting" on focused work.
  • Bonus structure: Potential bonuses based on performance.
  • $250 Charity Donation: We will donate to any charity of their choice.
  • Bi-Weekly Paychecks: Get paid on-time every other Friday.
  • Swag: T-Shirts, stickers, and Salesmsg gear to kit you out!
  • Medical, Dental, and Vision Insurance: Personal health, dental, and vision 50% covered after 30 days.
  • Teledoc Virtual Health: Speak directly with a doctor anytime from anywhere.
  • TalkSpace Online Mental Health Therapy: We've got you covered for when you need help.
  • Incredible Growth and Promotion Opportunities: Ground floor opportunity to make your mark.

Still here?

Good.

So there you have it.

Are you a match? Do you want a REAL challenge?

Then we encourage you to apply for this role at Salesmsg.

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