Customer Success Manager (Support & Retention)

Chargezoom, a fast-growing SaaS fintech startup, specializes in delivering automated payment solutions. Our mission is to simplify internal financial processes and enable main-street businesses to save time, money, and achieve their goals through our intelligently designed software products and accounting software integrations. We are currently searching for a highly motivated and experienced Customer Success Manager to join our Retention Team.We strive to promote from within, so every team member that joins starts preparing for the next step from day one. This is 100% in-office role based in our Holladay, UT headquarters.
What Success Looks LikeAbility to work in a very fast paced, ever changing environmentStrong communication skills, both written and verbal when dealing with customersWork from a place of empathy and patience, both internally and externallyMust be coachable, willing to learn, and growStrong collaboration and cooperation skillsConfident and comfortable to share ideas and perspectives up stream

Requirements

• +2 years of customer-facing experience, preferably at a SaaS company
• Track record for building and nurturing relationships with multiple stakeholders and customers
• Thoughtful verbal and written communication through a variety of channels
• Passion for supporting customers and helping them achieve their goals
• Experience working in FreshDesk and/or FreshChat or other Help Desk tool is required

Responsibilities

• Provide product support for customers after their first 90 days
• Engage with users who are experiencing issues to help resolve
• Educate clients on the Chargezoom platform features using GAAP best practices
• Provide clients with platform demos for specific features that may solve a pain point
• Ensure customers set their automations up in the most efficient way possible
• Identify gaps in the experience that causes confusion or possible churn
• Work proactively with customers who have decreased usage on the platform
• Collaborate with Product and Engineering team on escalations

We offer ownership in the company through an ESOP program that is in the top 5% of all startupsWe pay 100% of medical and dental insurance for you and your entire family12 days of PTO in the first year, 19 days in year 2