Customer Success Manager

About the role

Ground-floor customer success role at venture-backed startup (Lightbank, TenOneTen Ventures, Jason Calacanis)

The position is entirely remote with regular all-expenses-paid team retreats

Benefits

• Significant equity package
• Huge upside as we revolutionize a $20 trillion (yes, with a t) global industry
• Salary range from $70k - $100k
• Unlimited PTO
• Competitive health benefits
• Wellness incentives

About Us

SparkPlug is realigning the economics of the retail and restaurant industries to make every employee an owner. In CPG and service industry verticals like beauty, outdoor gear, and full-service restaurants, customers rely on the product recommendation of point-of-purchase experts up to 92% of the time (be it a beauty consultant, bartender, or a member of the Geek Squad). SparkPlug allows brands to directly reward these key influencers for every sale they generate with cash via gamified commissions, contests, and goals. We drive more revenue for brands, improve employee performance for retailers, and empower frontline workers across the world with fair compensation and economic equality, all based on the sales revenue they generate each day.

About You

• You are a highly motivated, customer-facing professional ready to own a crucial SaaS vertical
• You have the dedication and entrepreneurial spirit to help grow a rocketship startup to unicorn status
• You are a personable team player with outstanding verbal and written communication skills
• You can adapt quickly as sales strategies, platform features, and customer priorities change
• You can give and receive feedback and productively collaborate with team members
• You can work remotely and manage your own time effectively
• You believe in our mission to help brick and mortar employees and businesses thrive

About the Position

Driving expansion and adoption of our software and services
Managing the onboarding process for each new customer
Assisting the sales team in driving and managing referrals
Reviewing the customer journey, identifying how it’s supported, taking a consultative approach in helping clients to overcome issues and achieve goals
Providing critical insights to the product team as a means to improve our developing platform
Maintaining customer health and introducing new, valuable features as they become relevant on the customer journey
Educating champions and their teams on the value of our product, and helping uncover use cases before they become emergencies
Working cross-functionally with product, sales, and support team members to foster a strong sense of community and information sharing

Requirements

• Must-Have:
• Minimum of 2-5 years of professional experience in SaaS customer success
• Excellent written and oral communication skills and equally excellent attention to detail
• Tenacity and the willingness to pursue hard goals despite obstacles
• Flexibility and creativity to circumvent obstacles as they emerge
• Tech-savvy and proficient in standard communication, collaboration, and task management tools
• Understanding of the fundamentals of sales strategy, relationship building, and pipeline processes
• Nice to Have:
• Experience using the Hubspot Sales and/or Marketing suites
• Experience selling software to retail or restaurant customer bases
• Experience working as a frontline employee in retail, restaurant, or service industry roles
• Experience working in early-stage, high growth company environments