Customer Success Specialist

About the position

As a Customer Success Manager at Cents, you should have a true entrepreneurial spirit, be open to frequent change, and have a passion for helping small to medium sized business owners grow and optimize their operation. Our company is revolutionizing how laundromat owners use software and hardware solutions, and your goal is to help guide them through their lifecycle with Cents. You will play a key role in managing account relationships and building revenue for customers across the U.S.. It is your responsibility to ensure that all of your accounts are transacting through Cents POS, and educate laundromat owners on how they can increase their revenue through new features and product adoption. You will have all the tools, support, and resources to enable customers to grow their business through Cents. You will collaborate with cross-functional teams, and have the opportunity to work directly with new features Cents offers regarding hardware and product.

Responsibilities

• Be a key player in the handoff from the onboarding specialist to the customer's main point of contact for all their needs.
• Develop and maintain meaningful partnerships with customers to successfully manage a book of business for 150-300 customers.
• Regularly conduct lifecycle touchpoints with operators and ensure the continued education of the product is completed.
• Monitor your accounts closely to ensure they are transacting via the Cents POS platform and advise on how to increase their revenue.
• Build revenue throughout your business book by implementing new features and value propositions.
• Upsell, cross-sell, expand, and retain as opportunities present themselves.
• Funnel feedback from clients to the product team and represent the voice of our clients during any product scope sessions.
• Ad Hoc responsibilities as required.

Requirements

• B.A, B.S. or equivalent degree preferred, but not required.
• At least 6 months to 1 year of inside sales or account management experience.
• Experience in SaaS is preferred but not required.
• Tech-savviness with an ability to conduct presentations virtually using Zoom and troubleshoot any complications that arise.
• Organizational skills, detail, and task-oriented.
• Excellent written and verbal communication skills.
• Self-starter & Team player mindset.
• Ability to work effectively in a fast-paced environment.

Benefits

• Competitive salary
• Equity
• Paid PTO and holidays
• Remote-first with offices in New York City and San Francisco
• Health benefits, including medical, dental, vision, mental health support, parental leave, life and AD&D insurance, and disability
• 401(k)
• Work-from-home and commuter benefit
• Laundry reimbursements to support our customers’ businesses
• Comprehensive training, learning, and development programming
• Access to hundreds of discounts and rewards from renowned vendors including deals on health & wellness, travel, dining, auto insurance, and so much more!