Jobs and Careers
TR
Customer Success Manager (Phoenix, AZ based)
TrainualUnited Statesfull_timeVerifiedPosted 22 Jan 2024
💰 $50,000/yr
About the role
About Us
Trainual is a team of 100+ super-talented folks obsessed with making small business easier. And while our team members come with diverse experiences, we’re united by our passion for making ideas happen. We launched the world’s first playbook tool in 2018, and today, thousands of companies in nearly every industry use it to scale their teams.
Why Trainual?
We’re a great place to work. AZCentral named Trainual the #1 place to work in Arizona. And Inc recognized us on their 2021, 2022, and 2023 Best Workplaces list. But we can’t say we blame them. We’re a hybrid team with an unwavering culture that recognizes everyone’s impact matters. We’ve got benefits on benefits. Above market pay, an annual experience fund, 4 weeks paid vacation (plus 5 sick days), the latest tech, parental leave, 401k matching, free One Medical subscription, and top-notch health care - just to name a few.We’re disrupting the SMB industry. Our goal is to equip every team with a winning playbook. One that provides clarity around who does what and how. And with 7k small businesses scaling what they do with Trainual, we’re only scratching the surface. We’re in good company. In June 2021, we closed a $27M Series B round. And we partner with some of the biggest names in small business, including Shark Tank star Daymond John, Slack, Loom, the cast of The Office, and more. We all own what we’re building. Everyone who works at Trainual has life-changing pre-IPO equity. That way, you can be proud of what we’re building and sleep well knowing your teammates are (literally) just as invested as you are.
TL;DR
Trainual is adding another Customer Success Manager to our incredible team. Our CSM team functions as a true team to deliver results for their book of business. In this role you’ll be working alongside a small, highly-skilled group of CSMs to collectively manage Trainual’s highest value customers. As a Customer Success Manager you will actively support, strategize and deliver exceptional outcomes for your book of business, resulting in outperformance on your Net Revenue Retention (NRR) goals. We trust and empower our CSMs to deliver results!
So, who are you? You're an experienced CSM from high-value, fast-paced environment and you love working on a collaborative team. You thrive in startup environments and enjoy adapting your style, troubleshooting sticky problems, and delivering exceptional service to highly demanding customers. If this sounds familiar, then you’re DEFINITELY in the right place. This Customer Experience team is collaborative, supportive, encouraging, and obsessed with our customers. We’re looking for the right person to help elevate our entire CX operation while delivering incredible value to their customers. Sound like you? Keep reading on.
Trainual is a team of 100+ super-talented folks obsessed with making small business easier. And while our team members come with diverse experiences, we’re united by our passion for making ideas happen. We launched the world’s first playbook tool in 2018, and today, thousands of companies in nearly every industry use it to scale their teams.
Why Trainual?
We’re a great place to work. AZCentral named Trainual the #1 place to work in Arizona. And Inc recognized us on their 2021, 2022, and 2023 Best Workplaces list. But we can’t say we blame them. We’re a hybrid team with an unwavering culture that recognizes everyone’s impact matters. We’ve got benefits on benefits. Above market pay, an annual experience fund, 4 weeks paid vacation (plus 5 sick days), the latest tech, parental leave, 401k matching, free One Medical subscription, and top-notch health care - just to name a few.We’re disrupting the SMB industry. Our goal is to equip every team with a winning playbook. One that provides clarity around who does what and how. And with 7k small businesses scaling what they do with Trainual, we’re only scratching the surface. We’re in good company. In June 2021, we closed a $27M Series B round. And we partner with some of the biggest names in small business, including Shark Tank star Daymond John, Slack, Loom, the cast of The Office, and more. We all own what we’re building. Everyone who works at Trainual has life-changing pre-IPO equity. That way, you can be proud of what we’re building and sleep well knowing your teammates are (literally) just as invested as you are.
TL;DR
Trainual is adding another Customer Success Manager to our incredible team. Our CSM team functions as a true team to deliver results for their book of business. In this role you’ll be working alongside a small, highly-skilled group of CSMs to collectively manage Trainual’s highest value customers. As a Customer Success Manager you will actively support, strategize and deliver exceptional outcomes for your book of business, resulting in outperformance on your Net Revenue Retention (NRR) goals. We trust and empower our CSMs to deliver results!
So, who are you? You're an experienced CSM from high-value, fast-paced environment and you love working on a collaborative team. You thrive in startup environments and enjoy adapting your style, troubleshooting sticky problems, and delivering exceptional service to highly demanding customers. If this sounds familiar, then you’re DEFINITELY in the right place. This Customer Experience team is collaborative, supportive, encouraging, and obsessed with our customers. We’re looking for the right person to help elevate our entire CX operation while delivering incredible value to their customers. Sound like you? Keep reading on.
What you'll own & improve:
- Managing a collective book of business You’re no lone-wolf CSM. You love teamwork and will be collectively managing a book of business with 2-4 other CSMs as well as building strong stakeholder relationships with your client base. You’ll utilize account-based triggers to proactively engage with accounts, keep them on track, and address issues that arise to drive client satisfaction.
- Driving customer success If you’ve been reading, this should come to no surprise! CS at Trainual is a collaborative effort with clients to develop strategic plans to help achieve their goals. Your expertise & industry knowledge will provide guidance and understanding of our product functionality and best practices to maximize value. You’ll conduct regular check-ins and business reviews to assess progress, identify opportunities for improvement, and ensure alignment with their objectives.
- Generating positive net revenue retention Happy customers mean retained customers - retained customers mean positive net revenue retention… Win-win! You’ll actively monitor clients’ usage and adoption of our product and services while identifying upsell/cross-sell/expansion opportunities along the way. You’ll collaborate with your team to help curb churn and downsells through proactive customer engagement and relationship building.
- Advocating for customers You LOVE customers (obvs) and will always strive to enhance their overall experience. You’ll serve as the voice of the customer within the organization and provide insights to product management, marketing, and all other relevant teams. You’ll rally around the needs of the customer, making sure their feedback is heard and addressed quickly and effectively.
What you already know:
- Proven experience in customer success, account management, sales or a similar client-facing role
- Excellent interpersonal skills, with the ability to build strong relationships and effectively convey complex ideas both internally and externally
- Highly skilled in revenue-generating conversations that produce mutually beneficial outcomes for the cu
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s