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Customer Success Strategist

2 months ago

Austin, Texas, United States Sustainment Full time
Job Overview

Company Background: Sustainment is dedicated to empowering US-based manufacturers by providing innovative solutions that facilitate the establishment and management of reliable domestic supplier networks. Our mission is to transform the American manufacturing landscape into a highly interconnected, secure, and resilient ecosystem of local and regional suppliers, enabling seamless interactions with government and industry stakeholders. As a public benefit corporation, we are committed to fostering success for American industry through our mission-driven approach.

We are seeking a Customer Success Strategist to enhance our startup's growth by ensuring our clients maximize the value of our software solutions. Outstanding Customer Success Strategists possess a strong passion for mentoring and guiding others, exceptional communication and interpersonal abilities, and the skill to distill complex technical concepts into easily digestible information for clients. This role uniquely blends customer success with product marketing, fostering a connection between customer engagement and the broader Sustainment product community, all aimed at supporting current and prospective users.

This position is ideal for motivated individuals who thrive in independent work environments, are excited about business development, and appreciate the immediate positive impact of their contributions. With a blend of customer success, product management, and marketing responsibilities, this role offers numerous opportunities for personal and professional growth.

Key Qualifications:

  • Proven experience in customer success, coaching, or education within a software or technical environment
  • Exceptional skills in building and nurturing customer relationships
  • Adept at conveying complex information in a clear and understandable manner
  • Strong written and verbal communication skills
  • Analytical mindset with the ability to solve technical challenges
  • Highly organized, capable of collaborative planning, and assisting others in achieving their objectives
  • Demonstrated sound judgment in interactions with customers and colleagues
  • Ability to collaborate across departments in a dynamic setting
  • Preferred experience in B2B SaaS and/or the manufacturing sector
  • Bachelor's degree is advantageous

Responsibilities:

  • Develop expertise in all facets of Sustainment's products
  • Oversee and enhance the customer onboarding experience, both for enterprise clients (remote/in-person) and through self-guided product resources
  • Collaborate with Sales to onboard enterprise clients, understand their software objectives, and assist in formulating and executing plans to achieve those goals
  • Promote a customer-centric culture by tracking customer satisfaction metrics and advocating for customer needs within the organization
  • Engage in proactive outreach to maintain connections with self-guided customers, conducting regular wellness assessments
  • Work alongside the go-to-market team (sales, marketing, etc.) as a product education expert, addressing customer challenges and opportunities
  • Collaborate with the product team to relay customer feedback and contribute to the product development roadmap
  • Design and deliver training sessions for enterprise clients, tailored to their needs
  • Create educational content for customers that can be utilized across various channels
  • Implement campaigns to engage and inform registered users about Sustainment's products, analyzing and optimizing effectiveness
  • Produce customer-facing release notes to keep clients informed about the latest product updates
  • Occasional travel may be required for trade shows and customer engagements

Sustainment offers a comprehensive benefits package, including medical, dental, vision, paid time off, company holidays, and 401K matching.

Sustainment is an equal opportunity employer, providing employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Sustainment participates in E-Verify.