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Remote Customer Success Manager

Company: Design Pickle LLC
Location: Scottsdale
Posted on: June 22, 2022

Job Description:

Hello, prospective pickle!

Design Pickle is seeking a Customer Success Manager (CSM) to add to our growing Client Success team. The CSM will be responsible for a high volume of clients and measured by client adoption using data-driven programs to achieve this, Net Promoter Score (NPS), and net customer retention rate.

The ideal candidate can build strong relationships quickly, is tech-savvy, and has the people skills to work cross-functionally to be a champion for your customers. You are a perfect fit for this role if clients see you as a trusted advisor, and you are comfortable providing proactive technical and product guidance. As the voice of the customer, you will also work closely with the support, sales, product, and global operations teams promoting a customer-centric culture within Design Pickle. Must be excited about working in a fast-paced environment.

Reports to: Director of Customer Success

On a daily basis, works closely with Product, Sales, and Marketing.

Location: Design Pickle is a fully remote company with a Company Hub in Scottsdale, Arizona.

Who We Are Looking For

First, Design Pickle is anything but typical. We're a group of hard-working, creativity-loving individuals from around the world.

Do we love pickles, too? Most of us! But don't stress if pickles aren't your thing. It's not a deal-breaker. We do look for a passion and interest in something, though, because our employees' uniqueness is what helped make us the great company we are today.

We stand by our vision, purpose, and values, and these are mission-critical to how you show up every single day.

Specific to your role, we're looking for individuals who have...

4+ years in a customer-facing role in a SaaS B2B company
Experience promoting value through customer experience; ability to analyze and interpret customer data to influence decision making and improve customer experiences.
Exceptional ability to communicate and foster positive business relationships internally and externally
Ability to identify expansion opportunities and work cross-functionally with sales and account management teams to achieve client expansion.
Comfortable with identifying client risk, jumping in to remediate, handle escalations and ultimately ensure net client retention.
Accountability and personal organization are essential
Experience analyzing, optimizing, and scaling the existing processes
Deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
Passion for learning new technology
Excellent presentation and communication skills with all levels of client contacts including executive level
Ability to manage multiple tasks simultaneously with attention to the details

Bonus Pickle Points:

Experience with a CRM; HubSpot is a plus and the ability to use HubSpot or Sendgrid as an email platform
Experience with JIRA and Confluence is a plus
Experience working with creative teams is a plus
An understanding of in-app analytic tools to measure usage and help define the in-app experience; Pendo experience is a huge plus

Key Objectives and Responsibilities

As a fast-growing company, our roles are always evolving. However, we want you to know exactly what you're walking into. Here is a preview of what's expected:

Act as the primary point of contact throughout the customer lifecycle, developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewal.
Regularly monitor platform usage and proactively contact clients whose usage dips to ensure the health of the relationship and product engagement. Share best practices, industry trends, and other valuable information to help accomplish client goals and improve their onboarding, product adoption, and creative productivity.
Review client feedback loops for signs of churn and poor sentiment, and address them early in the customer journey.
In collaboration with leadership and other key stakeholders, help in developing the customer journey and creating customer success best practices at Design Pickle. This is a new function at the organization and there is a lot of opportunities to get in and help us build during this exciting time.
Contribute to building out customer success playbooks and processes to ensure the success of the growing team.
Utilize CRM to keep track of key account data, opportunities, logging calls, and relevant notes.
Coordinate with the onboarding team to ensure a seamless experience and ongoing product adoption in the first 60 days. Conduct follow-up training sessions as needed.
Act as a communications liaison between internal teams and clients.
Promote customer satisfaction and loyalty by demonstrating an understanding of their business needs and helping them achieve their objectives using Design Pickle.
Educate customers on the use and benefits of Design Pickle solutions.
Provide customers with information and assistance regarding product updates and new features. You will be the voice of the customer at Design Pickle and will help build the feedback loops with our product team to ensure the roadmap and sprints are always executed with the customer in mind.

Benefits, Compensation, and Perks

Uncapped PTO: Hate seeing your PTO hours decrease as the year goes on? Not anymore! There is no cap or number associated with the amount of PTO days you can request.

Major medical healthcare: We offer major medical plans through United Healthcare which is managed seamlessly through EmployeeNavigator.

Dental and vision insurance: We work with Beam Dental and VSP for ancillary coverage.

Remote-work flexibility: More productive at home? Not based in Scottsdale, AZ? Fine with us! We are a remote-first company with people all over the country.

World-class Company Hub: More productive in an office? Also, fine with us! Our Company Hub is set up with state-of-the-art standing desks, high-definition monitors, breakout rooms for meetings and calls, a podcast studio, a relaxation room, a merch wall, and a cold plunge! ---.yes, we said a cold plunge.

In-office gym: Our Company Hub also has a small CrossFit-style gym available for any pickles to use!

New parent leave: Design Pickle encourages all primary caregivers to take up to 8 weeks leave for a new family member, including adoption, at full salary.

Paid training and personal development: We offer a yearly stipend for employees to continue to grow their skillset and learn things to help them in their careers.

Stock option potential: We give our tenured staff a stake in what we're building here.

Life-changing massage chair: We change lives through creativity...and massages. Our team has traveled far and wide to take advantage of a life-changing massage chair that is housed in our Company Hub. One massage is all it will take to radically transform your life.

Pet insurance: Have a furry friend? Design Pickle offers pet insurance through United Pet Care for discounted vet visits, medication, and procedures.

Team retreats, social events, and adventures: Pickle collaboration is important to us! We host regular social events, get-togethers, and experiences for our staff.

About Design Pickle

Design Pickle was founded in 2015 with a vision to change lives through its creative Software, solutions, and services. Since then, the company has grown to be the #1 flat-rate creative services company in the world. We have served tens of thousands of clients with a team that spans the globe.

In 2019 & 2020, Inc. 5000 listed Design Pickle as one of the fastest-growing companies in America.

We are a company that takes our core values to heart:

Be the SPARK
Let your fire and passion inspire someone else's day.

DRIVE Performance
Seek out new ways to improve performance, satisfaction, and impact for our customers. Less is more rules supreme.

Give it to me STRAIGHT
Lead with radical and professional candor in every situation. Graciously accept when others do the same. Move forward together and aligned.

HELP when nobody's watching
Find opportunities to support each other and our clients beyond the day-to-day.

Lean into HARD
We thoughtfully select our challenges and tenaciously commit to conquering them.

Make your own PICKLES
We are a collection of incredible individuals who challenge ourselves and each other to grow. Change is celebrated as a sign of progress.

You can learn more about our company, our vision, and what we stand for on our website and social channels. We can't wait to meet you-thank you in advance for your application!

Notice to Staffing and Recruiting Agencies

Design Pickle will not accept resumes from any source other than the candidate. Any unsolicited resume sent to Design Pickle will be considered Design Pickle sourced.


Keywords: Design Pickle LLC, Scottsdale , Remote Customer Success Manager, Executive , Scottsdale, Arizona

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