Customer Success Manager

About the role

Customer Success Managers are critical for customer retention and happiness. We are the real, live humans on the other side of the screen. Experts in the product and exceptional in sensitive and skillful communication. Our approach is to serve the customer by providing the knowledge and assistance they need to achieve their individual goals.

Responsibilities

• Create extraordinary customer experiences by providing assistance and resources to the customers via chat, email, phone, and screenshare
• Develop and maintain an in-depth understanding of our product, pricing, and services
• Aid in customer-focused projects that enhance the quality of the customer experience (some examples include developing resources, onsite support, enterprise support, etc.)
• Participate in regularly scheduled trainings to improve customer and team knowledge

Requirements

• Team player, open to receiving and giving constructive feedback
• Advanced written and verbal communication skills
• Software proficiency
• Ability to multitask and work well under pressure
• Critical thinking (problem solving) skills
• Self-motivated work ethic – able to manage time, schedule and responsibilities
• 3+ years experience in customer service
• Experience with Webconnex products
• Experience with Slack, Zoom, Excel, and Google Suite products

Qualifications

• This role is based in Sacramento, California at our headquarters in Old Sacramento.
• We host frequent trips during the year to bring our whole team together for extended periods of face-to-face time to build deeper relationships. Some examples of trips include our domestic excursions to San Diego, Newport Beach, and Lake Tahoe. Along with international trips to Costa Rica and Belize.

Benefits

• $40,000 - $70,000 annually. Opportunity for growth and bonuses
• 401k with company match and equity pool opportunities
• Blue Shield health care package, vision plan, and health savings account (HSA)
• Dependent Care Flexible Spending Account (DCFSA)
• Benevolence Fund for larger medical expenses
• $1,200 annual mental health benefit
• Connection Credits for team experiences
• Participation in 3 company trips (including tropical summer experience with company & families)

Pay

• $40,000 - $70,000 annually

Schedule

• 10 vacation days (15 vacation days after 2 years), 5 sick days, 1 floating holiday, and 2 personal days