Jr. Customer Success Manager

About the position

At Record360, we believe that every person deserves simple technology tools that just work. Our mission is to help businesses feel confident sharing high value assets (i.e., equipment, trucks, cars) by providing them with simple tools to inspect, protect and manage their fleets and build relationships of trust with their customers. We aspire to provide amazing experiences to our customers, build simple and impactful products, and become the best versions of our personal and professional selves. Our asset maintenance platform is used by thousands of equipment, truck, and car rental shops and we're growing fast. Your mission is to deliver high quality customer service to our mid-market accounts. In this role, you will work with our customers to build strong partnerships, drive adoption of our products/solutions, and ultimately ensure they realize value from their Record360 subscription. In addition to this, you can expect to work closely with a cross-functional Record360 ecosystem including Account Executives, Marketing, Support and Product specialists to develop new value propositions, build awareness and reveal new growth opportunities. The Junior Customer Success Manager serves as the trusted point of contact across the customer lifecycle; on-boarding, adoption, advocacy and renewal. This role reports directly to the Director of Customer Experience.

Responsibilities

• Develop and maintain long-term relationships with stakeholders within assigned accounts
• Educate and train users on using the Record360 platform, this could include sharing best practices on how to use their subscription in their day to day workflows, customizing email preferences, and providing updates on new functionalities
• Conduct on-going account meetings to communicate best practices, develop plans for expanded functional usage, provide use case examples for leveraging key product functionality and communicate new feature releases (Product Roadmaps & QBRs)
• Closely manage and nurture accounts to identify and eliminate risk attribution
• Analyze customer account trends and provide feedback to internal stakeholders to ensure quality standards, customer requirements, and features are properly deployed and addressed
• Take on responsibility of ad hoc projects or roles
• Engage directly with clients on technical requests and identifying common client challenges and suggesting solutions
• Work cross-functionally with sales, marketing, engineering, and product teams
• Work closely & harmoniously with fellow CSM to develop new CX processes, troubleshoot customer needs, identify upsell opportunities and mitigate churn/contraction

Requirements

• 1-2 years of B2B SaaS customer support, customer success, account management or consulting experience working with accounts of various sizes
• Experience with high volume of accounts is required
• Superb written and verbal communication skills
• Strong customer-facing and presentation skills with the ability to establish credibility with customers
• Positive attitude, empathy, and high energy (High EQ. You're an empathetic, self-aware leader of people)
• Ability to take initiative
• Adaptable. You're constantly learning and can flex between rolling up your sleeves or delegating responsibilities and empowering your team
• Competence with G Suite applications (e.g., Gmail, Google Drive, etc.) required

Nice-to-haves

• CRM experience with Salesforce
• API/Integration competence
• Technical Writing experience
• Experience working with a retention platform

Benefits

• Opportunity to play a critical role in a high growth environment
• Competitive compensation
• 401k matching
• Medical, dental and vision healthcare coverage
• Flexible PTO
• Paid parental leave
• Fully remote with moderate travel