The context

Since our inception, in late 2011, we’ve always invested heavily on customer support. Our average response time in support is 20 minutes and we provide support 24/7. But support is a “reactive” communication and we’ve decided to invest in a more “proactive” approach with our high-value customers..

We’ve started to assemble a small customer success team made of team members who have had significant customer support experience, including the former head of support. We’ve also started to work on the framework and processes for that new function in the company.

We’re now looking for someone to take care of our customer success efforts for the US market..

 Location

The position is remote, you can work from anywhere within the US.

Languages

The US Customer Success Manager must have impeccable mastering of the English language. Any other languages are a bonus.

Big goal

The ultimate goal of the US Customer Success Manager is to decrease net MRR churn and collect feedback from our customers to help us build a product that will be better aligned with our users’ needs.

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Success will be measured by the evolution of net MRR churn over time as well as the quantity / quality of the insights gathered that will help us build a better product, for the US market.

 Training

In order to thrive in customer success, the US Customer Success Manager will need to get in-depth knowledge of our product, its API ecosystem, the various support tools we use, our competitive landscape and our clients. This requires extensive training we expect will last from 4 to 6 months. This training will be done mostly by doing customer support and participating in sales demos. Obviously, there will also be customer success tasks and collaboration with the existing customer success team members, but training will be the priority in the beginning.

The day-to-day job

Ensuring the growth of our US market will require alignment between the following functions:

• Customer onboarding.

One of the key goals of customer success is to ensure our new customers realize as much value as possible from using our tool. During the first 3 months following their subscription, we stay close to them using phone and email touch points to uncover potential issues and get them resolved and to offer training when appropriate.

• VIP treatment for Enterprise clients

We need to make sure all our Enterprise clients are experiencing  the “white glove” service they probably expect. It does mean we must anticipate any churn for this specific segment.

• Assisting customers in bad health.

We’ve put a system in place to score our customers’ health and identify those who are not using our product to a healthy level. We reach out to these customers to ensure they’re not encountering issues and understand why their product usage is low. Based on what we learn, we take the necessary actions with them.

• Customer discovery / interviews.

One of the priorities of customer success is to gather insights from our customers to nurture and prioritize our product roadmap. Each touch point is an opportunity to gather feedback and capture it in a way that can help our product and marketing teams. We also propose each customer to participate in longer form interviews in exchange for Amazon gift cards. This part of the customer success job is crucial to build a better product (and business) in the future.

• Gathering insights from churned customers.

We’ve built a system to track cancellation reasons. Despite being mostly automated in many instances, we still reach out to churned customers to better understand the “real” reason. Understanding why customers churn is also crucial to help reduce churn in the future.

• Promoting new features/modules/add-ons to existing customers.

One of our goals moving forward is to increase our ARPA. To get there, we’re going to develop new product add-ons and modules as well as new features that will be only available to certain plans. The customer success team will be in charge of presenting these features/add-ons/modules to existing clients and see if they could be of value to them. CS team members are responsible for upselling.