Customer Success Hero US - M/F (Full time remote)

Your mission

The context

Since our inception, in late 2011, we?ve always invested heavily on customer support. Our average response time in support is 20 minutes and we provide support 24/7. But support is a ?reactive? communication and we?ve decided to invest in a more ?proactive? approach with our high-value customers..

We?ve started to assemble a small customer success team made of team members who have had significant customer support experience, including the former head of support. We?ve also started to work on the framework and processes for that new function in the company.

We?re now looking for someone to take care of our customer success efforts for the US market..

Location

The position is remote, you can work from anywhere within the US.

Languages

The US Customer Success Manager must have impeccable mastering of the English language. Any other languages are a bonus.

Big goal

The ultimate goal of the US Customer Success Manager is to decrease net MRR churn and collect feedback from our customers to help us build a product that will be better aligned with our users? needs.

Success will be measured by the evolution of net MRR churn over time as well as the quantity / quality of the insights gathered that will help us build a better product, for the US market.

Training

In order to thrive in customer success, the US Customer Success Manager will need to get in-depth knowledge of our product, its API ecosystem, the various support tools we use, our competitive landscape and our clients. This requires extensive training we expect will last from 4 to 6 months. This training will be done mostly by doing customer support and participating in sales demos. Obviously, there will also be customer success tasks and collaboration with the existing customer success team members, but training will be the priority in the beginning.

The day-to-day job

Ensuring the growth of our US market will require alignment between the following functions:
? Customer onboarding.

One of the key goals of customer success is to ensure our new customers realize as much value as possible from using our tool. During the first 3 months following their subscription, we stay close to them using phone and email touch points to uncover potential issues and get them resolved and to offer training when appropriate.
? VIP treatment for Enterprise clients

We need to make sure all our Enterprise clients are experiencing the ?white glove? service they probably expect. It does mean we must anticipate any churn for this specific segment.
? Assisting customers in bad health.

We?ve put a system in place to score our customers? health and identify those who are not using our product to a healthy level. We reach out to these customers to ensure they?re not encountering issues and understand why their product usage is low. Based on what we learn, we take the necessary actions with them.
? Customer discovery / interviews.

One of the priorities of customer success is to gather insights from our customers to nurture and prioritize our product roadmap. Each touch point is an opportunity to gather feedback and capture it in a way that can help our product and marketing teams. We also propose each customer to participate in longer form interviews in exchange for Amazon gift cards. This part of the customer success job is crucial to build a better product (and business) in the future.
? Gathering insights from churned customers.

We?ve built a system to track cancellation reasons. Despite being mostly automated in many instances, we still reach out to churned customers to better understand the ?real? reason. Understanding why customers churn is also crucial to help reduce churn in the future.
? Promoting new features/modules/add-ons to existing customers.

One of our goals moving forward is to increase our ARPA. To get there, we?re going to develop new product add-ons and modules as well as new features that will be only available to certain plans. The customer success team will be in charge of presenting these features/add-ons/modules to existing clients and see if they could be of value to them. CS team members are responsible for upselling.

Your profile
? At least 2 to 3 years experience in customer success/support/sales at a self service B2B SaaS business
? Strong ability to write and speak English, another language would be a plus
? Familiar with tools such as, or similar to, Salesmachine and Intercom
? Obsessed by customer service
? Comfortable with calls and live demos, ready to answer any question or face any objection
? Impeccable communication skills
? Problem solver
? Strong organizational skills
? Goal- and results-driven
? Experience in the social media industry a big plus
? Strong team player but still a self-starter
? Thrives in a multitasking environment and can adjust priorities on the fly
? Able to work in a high energy, hyper-growth, startup environment
? Eager to learn, adapt and perfect your work; you seek out help and put it to good use

Why us?

Agorapulse is a human centric company with strong values (honesty, collaboration, reliability, excellence, passion and caring).

We believe that collective success is an integral part of the wellbeing of all in the workplace. Whatever the environment in which our employees work, we strive to offer them stimulating working conditions so they can give the best of themselves:
? Remote friendly,
? Great atmosphere, regular retreats,
? Motivating remuneration, benefits,
? Respect for work/life balance,
? 20 paid vacation days, 5 sick &personal paid days, 10 Bank holidays, and extra paid day per year spent (capped to 4),
? Participation to the health insurance, dental & vision coverage, 401k, HSA.
? Career development,
? Glassdoor rating 5 stars (check us on Glassdoor)
? And more to come...

About us

Agorapulse is a leading Social Media Management platform that enables agencies, businesses and marketers to manage all their social media messages, schedule and publish content, identify key influencers, monitor social channels, and get stunning reports - all in one easy to use dashboard.
With more than 8000 customers worldwide, Agorapulse is a profitable company consistently rated as a 'High Performer' by industry experts and customers alike.

WORKING AT AGORAPULSE: We?re a group of highly motivated, hard working individuals working out of 14 countries spanning 4 continents. Deriving happiness and joy from our work is part of our DNA and we strive as a company to empower our teammates to reach their professional AND personal goals. That said, we?re in it to win it in our space - it?s no accident that we?re ranked #1 in customer satisfaction. We?re nimble, we?re lean, and we?re humble - but we think and dream BIG. And while most of us work remotely, we foster and enjoy a culture where every colleague seems just a cubicle and click away.

Agorapulse is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Agorapulse is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

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