Smarter employee engagement, recognition and incentives
As Cooleaf’s new Senior Manager of Customer Success, you’ll be the face of Cooleaf to our customers. You should have a healthy obsession with constantly improving the value our customers receive from working with us.
WHAT YOU’LL DO
-Directly manage customer relationships while owning net revenue retention goals, renewal and net churn targets, and overall customer happiness levels.
-Conduct periodic customer reviews (on-site and/or virtual/Zoom based). Work with our Product team to prepare and educate customers on new features and releases. Identify churn risk and collaborate with internal teams to remediate and ensure a successful renewal.
-Help to train and familiarize customers on our platform during implementation and customer on-boarding
-Serve as the key point of contact for customer questions, and use your resourcefulness and creativity to design impactful programs and strategies that drive meaningful business value and engage employees at all levels of an organization.
-Develop productive and professional relationships with key stakeholders across Cooleaf’s customer accounts
-Take initiative to identify and execute key strategies, data, reporting & tactics to improve the value that our customers receive from our program and technology platform
-Train key customer points of contact and leaders on our technology platform
-Help to route customer technical issues to our product engineering and support team
-Collaborate to help develop materials and resources to help scale our efforts to maximize customer value from our program and technology platform (e.g. FAQs, Infographics, etc)
-Stay up to date on industry trends and changes by conducting your own research and sharing your knowledge with the team
-Exercise your creative muscles by devising new challenge ideas for our customers to help drive forward their business outcomes through an emphasis on ‘lead behaviors’
-Help with other miscellaneous deliverables and tasks within our small (but growing) team
-3+ years of customer-facing experience (Account Management, Customer Success, or other related disciplines)
-Preferably based in Atlanta (but open to remote folks with stellar skills & experience)
-Self-starter with a great attitude and high degree of empathy
-Fantastic written and verbal communication skills
-Strong Keynote/Powerpoint/Google Sheets/Excel experience.
-Ability to empathize with users and buyers of our programs and technology (our primary users tend to be employees at companies; our buyers tend to be C-level leaders)
-Tech and data savvy
-Excited about joining a small but growing team that’s making a difference for companies and employees
-Great attention to detail (Please demonstrate this attention to detail by using the subject line ‘Cooleaf SMCS’’ in your email to us; please also answer the question ‘When was the last time you helped someone?’ in your email)
-Four year university/college degree required
-Bonus: Previous SaaS and/or startup tech experience
MORE ABOUT US..
At Cooleaf, we design programs to engage teams in behaviors that help companies and individuals achieve better results. Through an award-winning intelligent technology platform, we empower our customers with best-in-class recognition & reward capabilities, interactive group events & challenges, and data analytics & insights.
We are a 500 Startups and angel-funded startup that has helped our customers achieve results like reduced employee turnover, improved sales & support metrics, and superior employee satisfaction. We work with SMB to enterprise Fortune 500 customers like Synovus Bank, Signant Health, Rubicon Global, Freshly, Auburn University, and many others.
We have won numerous honors and awards including ‘Atlanta’s hottest startup’, ‘Best B2B enterprise mobile application’ and more. We’ve also been featured on NPR, TechCrunch, Atlanta Business Chronicle, WSJ, AJC, and more.
Our office is located in the bustling Atlanta Tech Village (ATV) with benefits that include free coffee, (tons of) snacks, ping pong tables, arcade games, lunch (Fridays), Coke Freestyle, and (free!) beer. You’ll be surrounded by amazing people achieving the seemingly impossible.
Cooleaf is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.
To apply for this job email your details to firstname.lastname@example.org