Customer Success Manager

Hello, Customer Success Manager!

GrowthAssistant is growing! GrowthAssistant’s mission is to make work better for marketers around the globe. GA accomplishes this by providing overseas talent to handle manual tasks in growth marketing, sales, customer service, and many other areas. We find, vett, train and embed a full time person (in less than 3 weeks).

GrowthAssistant was founded less than 1 year ago (Feb 2021), and we already have over 70 clients with over 100 GrowthAssistants! We are the leader in providing fast-growing companies with high quality, embedded offshore talent typically focused on Growth Marketing. Our clients include companies such as DoorDash, Noom, Calm, CloudKitchens, FabFitFun and several other "Unicorn" companies.

We believe the future of work will be global, remote and provide amazing talent opportunities for everyone. Come join us!

This is our first customer success hire so we are looking for someone who is entrepreneurial, passionate + experienced with customer success and who likes solving people-problems. The goal is to handle customers with a consultative approach, understanding their team and company dynamics, and serving as the final escalation point for resolving difficult customer, sales, and/or staffing needs. This person will own, develop, and deepen relationships with key stakeholders, leading to expansion opportunities with those customers. This person will also work closely with our CEO to develop customer success processes, dashboards and systems to grow the function.

This position reports to the CEO and is remote or in person in Chicago or St. Louis.

What You’ll Do:

• Champion of Customers - You will respond to inquiries from customers and handle escalations, identifying root causes, defining and activating solutions, and deploy cross-functional support for resolutions (i.e. identify a training gap and produce a training plan for the GrowthAssistant). You will proactively look out for the customers’ business, suggesting new and innovative ways to keep them succeeding, making sure customers are using their GrowthAssistant effectively, and meeting their business objectives.
• Onboard like a Pro - Making sure your customers are set up to succeed is key. You will develop templates, tools, and utilize our portal capabilities to guarantee a smooth onboarding process.
  
• Feedback Quarterback - You will manage customer relations by soliciting and capturing feedback - because this is how we learn! You’ll use that feedback to craft solutions and improve the customer experience overall. Run NPS at regular intervals.
  
• Ongoing Coach - You serve as a coach/trainer for GrowthAssistants, as well as customers, creating templates, training plans, etc. Find out where the gaps are and close them. Develop a coaching guide on how to work well with a client and how to be a GrowthAssistant.
  
• Perfect your Process - regularly turn chaos into order. Create SOPs, playbooks, tools and templates to help run your department. Daily and weekly reporting on issues, alerts, project updates, opportunities.
  
• Expansion Focus - responsible for understanding customer business needs, knowing your customer, identifying expansion opportunities, and facilitating the conversation to grow their GrowthAssistant team.
  
• Analytical mindset - you use numbers to solve problems, you’re the dashboard pro and you use data to make decisions and proposals

What You’ll Bring:

• Proactive Communication is your thing. You’ll spot problems before the client does because you are that in tune with our GrowthAssistants and client feedback loops. You’ll serve as the voice of the customer. Great verbal and written communication skills.
• Listening is key. You know when to listen, when to probe, you have a good gut read on issues.
  
• Problem solving is fundamental to your success. You need to not only spot problems, but roll up your sleeves and fix them. You get energy from problems/issues arising, and even more energy from solving. Ability to be flexible in a fast-paced environment with limited direction, balance competing priorities, and manage several time-sensitive projects at once.
• How can we add value to our customers? Will be the question you are always asking and answering.
  
• Tough people-facing conversations give you energy. You are comfortable standing on even-ground with executives, guiding them through tough decisions and managing expectations.
• Dealing with ambiguity motivates you to systematize and operationalize. You handle unstructured work without losing steam.
  
• 5+ years experience in a related field like recruitment/staffing, dot com, hr tech, ad/media agency, B2B relationship management (B2B SaaS customer success, account management, or technical account management role supporting enterprise customers), servicing internal and external customers.
• Experience with training and developing both individual contributor and manager-level employees.
• Experience with a modern tech stack - slack, hubspot, ATS, GSuite, Calendly, Linkedin, etc.
  

Nice to Have:

• Experience with marketing, digital advertising, or staffing industries
• Management consultant with experience working with an HR organization
• Knowledge of marketing team structure

Perks:

• Competitive compensation and benefits