LexBlog Customer Success Manager

via WeWorkRemotely

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Headquarters: Seattle, WA
URL: https://www.lexblog.com

LexBlog is seeking a Customer Success Manager to own the customer experience from beginning to end.

An ideal candidate has a background in customer service, understanding that customer success is part of the sales and retention cycle in a subscription revenue company, and a keen interest in blogging and social media.

Specific responsibilities include:

  • Be the trusted advisor and advocate for LexBlog customers
  • Post-sale member onboarding (get our users up and running and using our products), including some strategic consulting, project management and configuration of products per customer specifications
  • Assisting members in getting value from LexBlog products through “blogging done right” teaching, check-ins, and feedback
  • Contributing to the ongoing maintenance and activity of on-demand resources–including in-platform help, written and video tutorials, community forum, knowledge base, and webinars–to assist members achieve their desired outcome through blogging and use of LexBlog products
  • Maximize renewal rates, and develop and implement a framework to identify and minimize churn
  • Earning member trust on behalf of LexBlog to build their continued loyalty to use our products and associated services (as a result of your efforts, members should feel they get substantial value using LexBlog)
  • Participating in transparent reporting and tracking of customers via in-house metrics
  • On-field product management, bringing intelligent product feedback and recommendations from users back to the LexBlog Product team
At a minimum to qualify for this role you need:

  • 3+ years of relevant experience, with experience at a SaaS or software subscription business models
  • Experience with SaaS solutions; user adoption and project management experience is a plus
  • Strong analytical and problem solving skills; ability to think on your feet and respond quickly and confidently to customers in uncertain circumstances
  • Strong presentation skills, excellent verbal and written communication skills including the ability to facilitate meetings and host webinars
  • Strong organizational and time management skills with the ability to manage multiple projects simultaneously; able to work independently
  • Experience managing different types of customers (users) with different management needs (e.g. large versus small accounts, different markets, etc.)
  • Experience gathering intelligent product feedback and recommendations from customers
You will own this role if:

  • You love serving others
  • You like having fun
  • You like growing
  • Have a passion for blogging and social media
  • You like working with company leadership on a regular basis
  • Have a ton of energy
  • You are organized and systematic to a fault
  • You like people and enjoy meeting new people
  • You are a good writer
  • You know done is better than perfect
  • You do what it takes
  • You enjoy teaching, training, and/or coaching 

To apply: https://www.lexblog.com/careers/customer-success-manager/

Posted LexBlog Customer Success Manager on November 17, 2019 via WeWorkRemotely

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