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Customer Success Manager

Full-time Remote

We’re looking for an experienced Customer Success Manager with a true knack for customer experience to join our scaling sales team as we expand our customer base globally. This is an individual contributor role and not a management position.

In this role, you will extend yourself as a resource and asset to our existing base of 33,000+ customers at scale. Your mission will be to identify customer segments that need support and development, and then work with the broader team to drive adoption, retention and success for those customers. You will be part evangelist, teacher, coach and strategist all in one. 

You will work directly with customers to help them maximize utilization of our product(s) and identify areas of their business they have not considered our solution to have an impact yet. You will look at data and trends on a weekly basis which will help you identify areas of opportunity. In order to provide value to our customers you will use a wide array of channels including: chat, chatbots, email, phone, social and video.

Get in touch if you:

  • Have 2+ years in an inside sales role at a B2B SaaS company;
    • Prior customer success or support experience is highly desired;
  • Have experience driving user adoption, retention and renewals;
  • Are comfortable delivering trainings, webinars or live Q&As to a large audience (you are a natural educator);
  • Have handled a large quantity of accounts or data and have identified the lowest hanging fruit or where to focus your efforts;
  • Think in terms of scale and have experience maximizing your outreach in a meaningful way to prospects or customers;
    • Experience with sales engagement technology is a plus (Yesware, Outreach, Salesloft, etc);
  • Have a founder’s mentality and are comfortable with “being the first”;
  • Possess impeccable customer skills, as well as a strong sense of empathy and integrity;
  • Put customers first – you’re 100% customer-focused and highly responsive;
  • You thrive on data and use Salesforce, Excel, ChartMogul, Tableau, or similar software, to turn data into actionable insights;
  • Get excited about Identifying product feedback from customers, spotting trends and surfacing this information to product or marketing teams;
  • Enjoy helping others and providing value is second nature to you + fuels your growth :)
  • Have used Salesforce (required).

In this role, you will:

  • Support a rapidly growing customer base, across multiple products, while balancing a customer-centric approach at scale;
  • Research and develop both 1:1 and 1:Many customer engagement strategies with everything from thriving customer accounts to at-risk customer accounts;
  • Increase LiveChat’s customer satisfaction with focus and precision;
  • Manage a portfolio of hundreds of accounts at any time, using segmentation and data to help focus your time and energy;
  • Prevent churn at-scale by maintaining strong and meaningful relationships with customers;
This includes having pulse checks on accounts that may need additional support temporarily or seasonally;
  • Work cross-functionally with our BDR, New Business, Account Management, Sales Engineering and Data & Research teams to optimize your sales process and customer satisfaction;
  • Deliver actionable insights and strategic recommendations to the Customer Success, Support, and Product/Engineering teams;

What we appreciate:

  • Past experience with selling chat, customer success, sales enablement tools, marketing automation and/or CRM type tools;
  • Experience in a product-led organization.

 

Benefits:

Come for:

  • Working in an environment of passionate people on big-league projects (on products that attract more than 33k paid customers worldwide and counting) and used worldwide by millions of people every month.
  • Solid salary with all government expenses covered. Any change in obligatory government fees is automatically adjusted in your salary.
  • All the equipment and tools you will ever need to succeed in your work.
  • A dedicated spot just for you on our Team page.

Stay:

  • Healthy. We cover a private healthcare plan for you
  • Fit. We cover a Multisport (or equivalent) program for you so you can invest in your wellbeing
  • Related. Each team has a recurring integration budget to spend on team-building activities, and each employee has a similar personal budget.
  • Comfortable. Do you live in Wroclaw or nearby and prefer to come to the office? You can join our pet-friendly coworking space any time you want.

Support for your self-development with:

  • Free access to Udemy courses,
  • Every book you’d ever want from Amazon,
  • Access to Worksmile platform with a monthly budget for benefits marketplace,
  • Ability to participate in internal (e.g. our LiveChat Academy) and external workshops (e.g. Reforge),
  • Time and space for your creativity and ideas to be shared during our Side Project Days and Innovation Sprint.

Our mission is to help people and businesses communicate better and fully express themselves. Join us on this journey and let’s build the best customer service products together!

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