Customer Success Manager

PowerToFly, the fasting growing platform for enterprises to find women in tech, sales and marketing, is looking for a unique individual who can combine their customer service and executive assistant skills to help exceed our customers expectations.

We’re looking for a Customer Success Manager to assist the Lead Customer Success Manager in serving our enterprise clients, and take the lead on serving our small and medium-sized clients (SMBs). The role will be responsible for the client retention and absolute delight as measured by low churn/high retention, platform adoption and usage, and upsells.

This is a hands-on role that will lead all post-sales customer resources for SMBs and mid-market accounts and play a key role in customer satisfaction, adoption or renewal issues within their portfolio. The position reports to the Lead Customer Success Manager and Sr. Director of Customer Success and will work across all internal teams to represent client interests.

MAIN RESPONSIBILITIES

• Ownership of overall post sales client success
  
• Build and nurture relationships across accounts to solidify our partnership
  
• Be a key player in our high-performing customer engagement strategy that defines success for the company's two tiers of subscription
  
• Focus on customer intimacy - truly understand the customers’ key hiring issues and opportunities, ensure that all customers derive maximum value from their PowerToFly subscription
  
• Develop an understanding of churn and how to prevent it. Champion and effect change in each of the relevant functional groups to reduce churn and maximize the LTV of the customer
  
• Work with the product team to define KPIs for product success
  
• Create evangelists by listening to customers closely and delighting them with our user experience and service. Collect feedback to provide to marketing, product and talent teams
  
• Manage operational/admin components for renewals, customer satisfaction and customer adoption metrics
  
• Ensure any account issues are resolved quickly, leveraging resources from across the company as needed
  

REQUIRED SKILLS

• Strong relationship-building and people-facing skills; empathy for customers.
  
• Ability to learn, understand, and anticipate client needs.
  
• Ability to develop product expertise and demo the product to clients in a way that instills comfort and confidence.
  
• Ability to work effectively in virtual teams, coordinating many different decision-makers and leveraging many different resources.
  
• Extrovert - you genuinely enjoy talking to people.
  
• Excellent communication, administrative and organizational skills.
  
• Excited by the fast pace, opportunities for growth, and ambiguous nature of a startup environment.
  
• Strong culture match for PowerToFly and affinity for women’s empowerment.
  

PREFERRED SKILLS

• Demonstrated ability to manage customer accounts in conjunction with sales organizations.
  
• Experience in working with or in Fortune 1000 companies.
  
• Experience with SaaS.
  
• Proficiency using Salesforce.
  
• Understanding of the recruiting industry.
  
• Sales experience.

LOCATION

• The position can be anywhere around the world, but the working hours are USA timezone. You will be servicing customers on both East and West coasts and you must work out your schedule to match your clients needs. PowerToFly is a virtual organization, with most of our work done over email, Slack, and Skype/Zoom. Our staff is based in cities all over the world and meet at a team retreat once per year. The position may require occasional traveling, so ability to travel to the USA is preferred.