Customer Success Lead (Remote US)

Aryeo is the leading software platform for real estate photographers and media companies. Our vertical SaaS product helps photographers do everything from online scheduling and payment processing to file delivery and management. We currently power thousands of photography businesses, who in turn provide the content for hundreds of thousands of real estate listings across the US, Canada and rest of the world. Aryeo is backed by the VCs who invested in companies like DoorDash and Robinhood and built companies like Shutterstock from the ground up.

About the Role

As our Customer Success Lead, you will be working directly with customers to ensure they're getting the most out of our products and services. You'll be responsible for helping customer accounts upgrade, downgrade, or cancel as needed, and providing them with pricing quotes and other information they need to make informed decisions. Your primary focus will be handling account upgrades and reducing churn, which means you'll need to be comfortable de-escalating difficult situations and working closely with our support and onboarding teams to resolve issues quickly and effectively.

What You’ll Do

Our customer support and onboarding teams will notify you on a daily basis of accounts that are looking to upgrade, downgrade, or churn. From there you will schedule a video or phone call with the customer, and ultimately walk them through their potential options. You will be responsible for generating pricing quotes and appropriately using discounts or other incentives. Here’s a few responsibilities you can expect for the role:

• Interact directly with customers over the phone and video
• Handle account upgrades and pricing quotes to current customers
• De-escalate potential churn risk accounts
• Interface with our customer support and onboarding teams
• Understand and recommend components of the Aryeo platform to customers
• Help ensure Aryeo customers are getting the most out of our products and services
  

Who We’re Looking For

We're looking for someone who has a sales-oriented mindset, but enjoys working with existing customers and providing them with exceptional service. This will be a part commission based role, incentivizing the proper handling of account upgrades and preventing potential churn.

Requirements

• Experience with SaaS products and startups (required)
• Background in Customer Success or Account Management
• Exceptional communication skills
• Ability to de-escalate challenging situations

Benefits

• Salary & Options: Competitive base (based on experience) and stock options
• Remote Work: Work from anywhere. Remote office-perks and stipend for home office equipment
• Vacation and Holiday: Unlimited paid vacation
• Healthcare Insurance: We offer full medical, dental, and vision insurance
• New equipment: New computer to power your day-to-day work at Aryeo
• Home Office Stipend: Covering costs of desks, monitors, and any other equipment to upgrade your home office
• Annual Team Retreats: Participate in a team on-site every Spring in a different location