Customer Success Lead

What Youll Do

• Conduct onboarding calls with new customers, training them to use the product and helping them to realize value quickly
• Proactively reach out to active users to ensure they're continuing to reach their goals, and respond to inbound support inquires in a timely manner
• Document best practices and map the customer journey, creating templates for customer engagement at key milestones for various user personas
• Create and maintain customer education materials: record video feature overviews, ensure product documentation us up to date, and write user guides- Document and share customer feedback to the rest of the team to inform our product roadmap

Who You Are

• 2-3 years of experience in a customer-facing role at an early stage SaaS startup
• Ability to articulate complex concepts in a simple, straightforward manner, both in written and verbal communication
• Knack and passion for process improvement, documentation and increasing operational efficiencies
• Familiarity with modern SaaS technologies such as Slack, Notion, Hubspot and/or Salesforce Accounting / finance experience is preferred; interest in learning the space is required