Customer Success Representative, SMB & Emerging - Remote

Overview

As a Customer Success Representative, you will play an integral role in scaling proactive engagement with stagnant performing customers. There will be a large focus on automation, AI, and digital communication to reach customers in mass. The CSR will field responses from proactive efforts and manage inbound requests. Success will be measured by Customer retention, membership growth, and membership retention improvements, and KM upsells. This position will report directly to the Director of Customer Success, SMB and Emerging.

In Short

• Develop and facilitate webinar and office hour sessions in partnership with Customer Enablement.
• Monitor customer health metrics to identify at-risk accounts.
• Advocate for customer needs in internal meetings.
• Collaborate with the Account Management team for expansion opportunities.
• Support the creation and distribution of customer success content.
• Manage customer inquiries through various channels.

Requirements

• Passionate about customer success.
• Strong interpersonal and communication skills.
• Empathy and genuine care for customer concerns.
• Quick learner with the ability to understand complex products.
• Resourceful and solution-oriented problem solver.
• Team player with effective collaboration skills.
• Comfortable using CRM software.
• Bachelor’s degree in any field.

Benefits

• Best Places to Work recipient.
• Employee equity opportunities.
• Transparent communication from the top down.
• Collaborative and forward-thinking team.
• Culture filled with opportunities to connect.
• Casual dress code.
• Hybrid and remote work schedules.
• Comprehensive benefits including health and 401k match.