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Customer Success Advisor
4 months ago
Giving and receiving feedback can be hard, but we believe giving helpful feedback is a superpower that anyone can learn.
Our SAAS platform, Small Improvements, helps companies worldwide, like DuoLingo, Trivago, and Zapier, embrace a culture of feedback and enables them to take action to make small improvements.
We're a passionate and friendly team of 15 people, mainly based in Berlin, with some colleagues working remotely in the US. You can learn more on our page.
People who go above and beyond to partner with customers, caring deeply about their success with our tool. The ideal candidate has experience engaging with customers at all levels to develop trust and mutual understanding.
Applicants are highly adaptable and self-starters who look for ways to improve their ways of working, including being comfortable with risk and uncertainty. They are comfortable working with team members from different cultures and backgrounds in different time zones and countries.
People who focus on hard selling or are looking for a commission-based role. We're not a traditional sales organization. We believe in partnering and delivering long-term success to our customers, not in closing deals at all costs.
Candidates who would like a strict work process and are uncomfortable with uncertainty. We take risks and encourage all team members to improve our ways of working through learning and development and leveraging industry best practices.
- Provide a consultation call for pre-qualified companies to discover if they're the right fit.
- Onboard new customers to get set up with their accounts and roll it out to their team. Remain in close contact during this period and reach out proactively.
- Proactively reach out to customers you're an account owner to engage in renewal and upsell opportunities.
- Identify opportunities for customers to become Feedback Heroes (Customer Advocates)
- Use our tools like Vitally, Hubspot, Intercom, and company Slack channels to communicate with your team and customers and track customer data.
- You'll work closely with our US Head of Customer Success, Lindsay Sanders, to develop accounts and grow business from our US market.
- Our team works remotely, but we meet in person at least once per month in the Austin area, and our last company trip was to Amsterdam.
- Our team in Berlin, Germany, works in cross-functional teams, and you'll have the opportunity to join these projects to build your career profile in growth and retention, working and connecting remotely.
- At least 2–3 years experience in sales, account management, or customer success.
- Strong communication skills, with the ability to build rapport with clients and team members.
- Demonstrated ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
- A plus if you have B2B or HR Tech experience.
- We are offering between $60-70k in annual salary depending on experience and qualifications
- Medical, vision, and dental health coverage
- 21 days of paid vacation in the first year, increasing with tenure and 10 public holidays
- An annual $1,200 wellness budget
- An annual $3,500 learning and development budget
- A hybrid working environment with monthly meetups in or around the Austin area
Here are just a few things that our CS Director, Lindsay, loves about working here.
Autonomy and collaboration are highly valued at Small Improvements. We are not just a team but a close-knit community that values each other's input. I appreciate the freedom to take ownership of my work while collaborating closely with my colleagues. Whether working on individual projects or facing challenges together, the spirit of collaboration is always present. For example, based on feedback from the company, we're working in squads to improve cross-functional collaboration to work toward our goals.
Continuous learning and growth are some of the best things about working at Small Improvements. Here, we are encouraged to stretch ourselves, take on new challenges, and expand our skill set. Through workshops, training sessions, or simply learning from my peers, there is always an opportunity to grow and develop professionally.
Feedback and innovation are part of our culture. We are constantly working to improve, and giving/receiving feedback is something we practice often. For example, we recently took the MasterClass for Radical Candor with Kim Scott as a company. I appreciate that I can openly share my ideas and perspectives, knowing they'll be met thoughtfully. Being part of a team that values transparency, communication, and continuous improvement is incredibly rewarding.
