At Kustomer, we take our clients’ experiences seriously. Our Customer Success team is on a mission to be industry leaders in providing an overall experience that delights our clients and ensures they achieve value from our platform. From the moment our Implementations team onboards our clients to our platform, our Customer Success team takes the lead in engaging our customers to ensure positive outcomes using Kustomer. Product adoption, adding additional seats and services to contracts, and ultimately renewals will fall under the purview of our Customer Success team.

 

You’ll be responsible for: 

  • Managing the end to end customer relationship post-sale including working with the Implementation team to oversee onboarding, coordinating customer alignment with our executive team, conducting business reviews, product expansions, and handling customer renewals
  • Focusing on product adoption to ensure that our customers are seeing real value in our products. This will include call shadowing with customer users to understand how they use the product and educating customers in best practices
  • Understanding customer KPIs and business outcomes are for each of your named customers and working with them to achieve their goals using Kustomer’s products
  • Influencing the future of the Kustomer platform by funneling customer feedback to the Product organization while proactively helping customers understand how we’re working towards solutions that exceed their expectations
  • Acting as an advocate for the customer internally, quarterbacking any required communication with other team members, championing your own customers’ needs, and managing escalations as appropriate
  • Working with Technical Account Managers to help customers implement new products and features
  • Expanding our list of reference-able customers
  • Please note this role may involve handling sensitive personal data

 

Your qualifications:

  • You possess a bachelor’s degree or equivalent professional experience
  • 8+ years of Customer Success or Account Management with a technical SaaS product
  • You have strong industry and/or technical domain knowledge of two or more of the following: SaaS, CRM, CX/Support Software, or APIs
  • Experience owning your own book of business including handling customer renewals
  • Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates
  • Highly organized – a project management background is a plus
  • The ability to quickly build rapport with individuals and teams, naturally looking for ways to make processes easier
  • Experience with advocating for your customers’ needs within an organization and driving to solutions
  • The capacity for creative problem solving
  • Ability to use data and statistics to identify patterns and use them for enriching your recommendations for process/product improvements
  • Empathy for team members and customers; you identify with their challenges and your desire to delight shines through in your communications

 

Preferred qualities:

  • Coding experience
  • Degree in Business, Information Technology, Engineering, Computer Science or related field
  • Knowledge of SQL, Analytics or Programming (HTML etc)
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