Job Description

We at Smile are on a quest to help people work smarter, not harder, and to do that we’re searching for a customer-focused Customer Success Manager to help educate our TextExpander customers and set them up for success!

If you’re:

  • 🧑‍🏫 A master at educating customers and ensuring product adoption

  • 🎤 An engaging public speaker who is not afraid to host webinars with large audiences

  • 📈 Always learning, making improvements, and growing.

We want to talk to you!

The general:

The bulk of this position revolves around customer education and managing our product adoption through the onboarding stage of our customer journey. The main objective is to listen to our various customers, understand their challenges, and educate through various mediums the ways that TextExpander can help make their lives easier.

The specifics:

Training: You’re a pro at hosting customer training sessions, building from smaller elements to larger concepts with ease, you create an engaging experience for your customers because you love to see them succeed.

You have experience:

  • Proactively reaching out to new customers to ensure they receive effective product training, tailored to customer’s business needs

  • Following a customer journey while working closely with Sales, Support, Account Management, and Product Design to ensure a smooth customer experience

  • Teaching “how-to’s” over video (Zoom) and email while making users feel confident

  • Turning average users into champions with multi-level training

  • Constantly improving the customer onboarding strategy

Webinars: You’ve hosted webinars in the past and understand how the medium differs from 1 to 1 or even small group training. Fear of public speaking? What’s that?

You have experience:

  • Using a 1 to many approach to educate a large audience

  • Creating and hosting engaging, informational webinars

  • Seeing a webinar through from pre-webinar prep to post-webinar follow-ups

Relationships: Building customer relationships, monitoring customer health, and promoting product adoption is second nature. You’re familiar with what it takes to make your customers truly successful and you’re driven to make that happen.

You have experience:

  • Maintaining and nurturing customer relationships on an ongoing basis to ensure they maximize their productivity

  • Gathering customer feedback, reviewing & filtering for the Product team

  • Ensuring that Account Manager’s are set up for success when it’s time for renewals

  • Monitoring product utilization, account health, and encouraging users to become champions

Job Requirements

Needed for the job:

  • High-speed, reliable Internet connection

  • 2+ years in a high-touch customer success environment

  • Experience presenting webinars and 1:1 trainings

  • A great attitude and an eagerness to learn and solve problems

Preferred for the job:

  • College education

  • 2+ years working remotely

  • Strong interest in productivity / working smarter

  • Passion for your work and self-motivation

Why you should join the Smile team:

We’re an established company that’s been around for more than 15 years and have grown from a 2 person team to a team of over 30 – all while remaining self-funded and profitable!

We’re here for our customers, but we’re also here for each other. We are a close-knit, geographically diverse team that lives and breathes our company culture of accountability, integrity, teamwork, and passion for our customers.

We strongly embrace diversity and highly encourage underrepresented minorities to apply, even if they’re not sure they meet all qualifications.

Benefits:

  • High level of autonomy in your role

  • Motivated and creative teammates

  • Flexible schedule

  • Employment benefits:
    • Healthcare reimbursement plan (ICHRA plan)

    • Paid vacation and sick leave

    • 401(k) plan

    • Profit-sharing plan

  • Contract work also negotiable

  • Salary based on experience

The Fine Print:

Smile is headquartered in San Francisco, California, and develops productivity software for Mac, Windows, Chrome, iPhone, and iPad, including TextExpander and PDFpen.

Smile provides equal employment opportunities (EEO) to all employees and applicants for employment. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

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