Customer Success Manager

Application Deadline: 24 May 2024

Department: Customer Success

Employment Type: Full Time

Location: US (Remote)

Description

Bring your full self to work.
SwiftComply strives to create an environment for all to participate, be authentic, and feel valued.
We are committed to building an equitable workplace that moves our company and industry forward and know there is work to be done in advancing diversity and inclusion.

About the role

As a member of our Customer Success team, you will work with our customers (appx 9 months) to help them adopt our software at full capacity post-implementation stage.
You will:

• Identify customer needs and implement change management practices to create a streamlined, yet personalized onboarding experience to create high product utilization 
• Manage the ongoing product training through online knowledge base, webinars, in-app tutorials, and additional channels
• Grow community-building initiatives by connecting our users via webinars, in-person user groups, online forums, and additional channels
• Refine and document customer success internal processes for scalability
• Provide feedback to other departments and management to improve the customer experience

Contribute to overall company success and embrace the start-up mentality of taking initiative & helping with tasks outside of defined job responsibilities 

In the words of one of our own: 

• Onboarding: You'll be a right-hand person to our Implementation Managers, assisting with onboarding new customers and ensuring a smooth transition. This includes training our customers to get the most out of the product in their first 90 days. 
• Become a Customer Champion: We love interacting with our customers! You'll have the opportunity to build relationships by attending meetings and understanding their needs.
• Master of Many: You'll collaborate closely with both the support team and the invoicing team. This includes handling support tickets from regulators, working with the CSM on internal processes, and assisting with upsells and renewals.
• Measure Success: You'll conduct annual account reviews to assess customer satisfaction and identify areas for improvement.
  
  

Please note: This role is entirely remote. We prefer 8am - 4pm Pacific Time working hours for this specific role. 

Who you are

We’re looking for our next team member who has a drive for success, willingness to learn, and flexible nature. Check out our values and make sure they align - we want someone who wants to grow with us!
This role spends a lot of time with our customers and requires great project management skills to help them use our software to full capacity. Experiences that could help you succeed in this role include:

• 2+ year relevant work experience in a customer-facing role 
• Track record of working both independently and collaboratively to deliver on customer projects and improve customer satisfaction
• Strong interpersonal skills to build relationships and trust with customers and internal teams
• Ability to develop significant product knowledge and patiently train others to ensure customers find product value
• Project management skills to streamline customer success internal workflow as our business scales

Bonus points for:

• Experience in customer success, training, or account management with a B2B or B2G SaaS company
• Experience being a part of a company that has gone from $5-10M to $25M+ in annual revenue
• Experience with water/wastewater industry

Excited about making a positive impact with SwiftComply but don’t feel you meet 100% of the list? If you’re excited about working with us, we’d still love to hear from you!

Benefits

• Healthcare - we offer medical, dental, and vision insurance with an HSA option
• Life insurance - we offer free life insurance plan for you
• 401(k) - we provide pre-tax/roth options and the company makes a contribution equal to 3% of your compensation, regardless of your contribution amount
• Remote - we work remotely and provide a $1000 home office setup stipend
• Time off - we offer paid days off (PTO, holidays, birthday, etc; 1 additional day off provided for each year you’re with the company) and encourage you to take time for vacation, wellness day, etc, for a positive work-life balance
• Parental leave - we want you to enjoy some time with your new addition to the family with paid leave

Compensation
$55-75k/yr*To provide equitable pay, we benchmark