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Customer Success Expert

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Seeking a full-time Customer Success Expert (CSE) to support customers in reaching their buying objectives and achieving greater success through our software.

Success metrics

In order to be successful in this role, the CSE will focus on and improve the following key business metrics:

  • Customer Satisfaction - customer satisfaction rating for all support channels
  • Average Response Time - average response time for all inbound inquiries
  • Free Trial Conversion Rate - % of free trial users that convert into paying customers
  • Renewal Rate - % of paying customers that renew on a monthly basis

A day in the life of the CSE includes but is not limited to the following:

  • Respond to customer and prospect inquiries via chat, email, online forums, etc
  • Document customer feedback including reported issues, requested features, and more
  • Work collaboratively with the customer and the internal team to resolve reported issues
  • Maintain and update help documentation including help articles, training videos, and more
  • Conduct individual and group training sessions, product demos, and other consultations
  • Participate in the product development process as an advocate for customers success
  • Proactively communicate with customers regarding known issues and product updates

In order to be successful in this role, the CSE will need to embody the following characteristics:

  • A leader; high integrity
  • A master problem solver
  • Strong written & verbal communication skills
  • Detail-oriented
  • Organized
  • Patient and empathetic
  • Adaptable and comfortable in a fast-paced environment
  • A quick learner
  • SaaS experience a bonus

Ready to apply?

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