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Customer Success Manager

4 months ago

Washington, United States Goodshuffle Pro Full time
About the Team:

We're simplifying the chaos of the events industry through powerful, easy-to-use technology. We're a self-proclaimed mix of "events nerds" and "technology nerds", but mostly we're all passionate problem solvers who are dedicated to empowering our users. We've been voted DC's Best Startup and were called one of "DC's Coolest Places to Work" in 2020. We're at an exciting time in our company's growth, and are looking for our next rockstar, values-driven teammate....could that be you?

About the Role:

Goodshuffle Pro is seeking a Customer Success Manager to handle a wide range of responsibilities, with the primary focus of being a strategic partner to clients within an assigned book of business. That means being accountable for the successful adoption of Goodshuffle Pro technology by driving value for the client and promoting account expansion and retention. You will work collaboratively with the Sales, Product, and Customer Success teams to ensure clients journey from new or existing users to brand evangelists. This position is Goodshuffle Pro's most valuable asset, to advocate for our customers and relies heavily on personal accountability for results and a willingness to go 'the extra mile' for clients.

Primary Responsibilities Include:
  • Serve as a trusted advisor for our customers and deliver top-notch day-to-day support and consultative guidance via phone, email, video call, and Intercom chat.
  • Consistently convey Goodshuffle Pro's value to users via a consultative sales approach, personalized education and a general can-do attitude.
  • Promote customer adoption of new software features, educational resources, and drive upsell opportunities.
  • Address, resolve, and record customer issues or requests that arise pertaining to business growth, product features, and general account satisfaction. Serve as the voice of the customer internally.
  • Analyze customer engagements and drive improvements to Goodshuffle Pro's processes.
  • Work closely with the Sales team to develop and execute plans to nurture relationships with clients to help grow and retain accounts.
  • Drive cross-functional projects and/or improvements that have a measurable business impact.
  • May take on a role mentoring more junior team members and/or interns
Must Haves
  • Minimum 4+ years work experience, preferably in client success, account management, partnerships, customer service, and/or implementation/delivery (or equivalent); including at least 2 years in a Customer Success role at a SaaS company
  • Customer obsessed with a strong desire to see clients succeed
  • Ability to learn new technology quickly and thoroughly
  • Outstanding verbal and written communication skills (superior grammar and spelling required)
  • Patience and skill in communicating technical concepts to non-technical people
  • Demonstrated solution-oriented mindset
  • Exceptional emotional intelligence and people skills with a wide variety of personalities
  • A knack for persuasion and reframing situations with positivity
  • Openness to giving and receiving constructive feedback
  • Well-organized, with a high attention to detail and ability to prioritize and time manage for successful execution
Nice to Haves
  • Bachelor's degree or equivalent
  • Events, sales, or teaching experience (in any capacity)
  • Experience working with or owning a small or medium sized business (SMBs)
  • Experience with any of the following tools: HubSpot, Intercom, JIRA, Excel, Google Sheets, and/or FullStory
Benefits:
  • Full Health Care (including Dental, Vision, HSA, FSA, LTD, AD&D)
  • Unlimited PTO
  • 401k (with matching)
  • Commuter Benefits ($100/mo)
  • WFH Flexibility (depending on tenure and target hitting)
  • Passionate, caring, and enthusiastic coworkers (We've been called one of DC's best places to work)