Posted over 5 years ago

Please see the attached link for details of who we are, what we do and the role we are recruiting for: https://share.zoomforth.com/csm-role#RESPONSIBILITIESProactively manage a book of enterprise-level Zoomforth customers, alongside our Head of Customer SuccessMaintain a detailed understanding of our ever-evolving product, speak with customers about the most relevant features/functionality for their specific business needs, and proactively share best practicesUnderstand customers' goals, train customers, and help them them create a plan to accomplish goals with ZoomforthHelp customers with their requests, emails, and calls in our support system (Intercom), and coordinate with the development team on support casesGather, input and analyze customer account data from a variety of sources to help us better understand our customers’ use of the platformProvide feedback to the rest of the organization from your front line viewCreate short customer training videos, write help center / how-to support articles as neededBe an active member of a distributed team via tools like Slack, G Suite, Zoom, etc.REQUIREMENTSBA or BSC college degreeAt least 2 years experience in a customer success roleYou’re a native English speaker with outstanding written and verbal communication skills; you have the ability to read, interpret and clarify customers' goals and then craft thoughtful responses to help them achieve those goalsExceptional organization skill; you're used to working with multiple systems and juggling multiple prioritiesProblem-solving ability; you know when something is urgent, when to pick up the phone, when you can fix something and when and how to ask for helpA love of software; you're excited both to teach and to influence product developmentEmpathy and a great deal of personal driveNICE TO HAVESAt least 1 years experience working at a B2B SaaS companyFamiliarity with some or all of the following: Intercom, SalesForce, G-Suite, Slack, Asana, ProductBoard, Microsoft ExcelExperience with CSSCOMPENSATION & LOGISTICS$50-70k base plus commission scheme, based on role and experience0.05% – 0.3% equityHealth, medical and dentalUnlimited vacationThis is a remote job, with opportunities for travel and team retreats