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Empowering the new generation of online communities

Customer Success Manager

$50k - $70k • 0.1% - 0.15%
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Working closely with our Customer Success team, your core responsibilities are to:

● Maintain a deep understanding of our software product at all times
● Onboard new customers to Tribe
● Build trusting and lasting relationships with customer stakeholders
● Serve as the single point of contact for our customers post-implementation including expansion and issue escalation
● Help develop an implementation plan and deployment timeline for new customers
● Convert customers’ workflow and data into our software platform
● Configure our software to ensure it meets the customer’s workflow needs
● Effectively train and onboard new customer team members onto our software
● Ensure application usage in the early stages -- building high customer satisfaction
● Track accounts post-sale to identify churn risk and take proactive steps to improve
● Work closely with Engineering on identifying bugs and tracking enhancement requests
● Serve as the voice of the customer and provide internal feedback on how Tribe can better serve our customer base
● Own upsell and renewal strategies for existing customers
● Host webinars, trainings, and ongoing support tutorials
● Serve as a product expert and keep our customers informed of feature changes & updates, as well as potential errors or outages
● Participate in and offer support to Product and QA Teams
● Run prospect pilots with support from Sales
● Perform Customer Support duties as needed (occasional rotational weekend coverage)

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